Customer Service Consultant

LexisNexis-Durban, South Africa

Negotiable

Full-Time

1 position

Role Description

Key Accountabilities:
Service Delivery

To act as an ambassador of the company and demonstrate company values.
Telephone and written correspondence Etiquette: Deal with customers in a professional manner.
First Call Resolution: To effectively resolve customer enquires on first contact.
Take ownership of customers’ requests and liaise with other departments if necessary, to achieve a resolution to the customers’ request within a specified time period.
Proactively contact customers to ensure the enquiry has completely fulfilled their needs.
Contribute to the completion of team work load.
To indentify and suggest improvements to new and existing procedures / systems
Service Recovery: To promote benefits of subscriptions to customers and to persuade customers to retain and/or increase subscriptions products.
To accurately record each customer interaction via the CRM system.
To provide technical support to the electronic product subscribers.
Attend product, technical, training and any other training as arranged from time to time.
Stay up to date with relevant product, technical
Perform tasks in an efficient manner and within benchmark timeframes, as determined by the team from time to time.
To achieve monthly KPI’s as set out in PDP objectives.
To achieve the acceptable customer service satisfaction feedback on queries resolved through the Qualitative Research Assessment.

Technical Support

Customer Relationship Building

To ensure customer details are regularly updated.
To continously check that customers billing account setup and subscriptions are correct.
To provide support to both internal and external customers.
To liase closely with Marketing, Editorial, Warehouse and Sales Department to ensure customer and business requirements are met.
To continously encourage feedback from customers regarding LN products and service so as to identify opportunities for growth in revenue and market share.

Competencies

Passion for customer service.
Excellent people skills
High level of self confidence and commitment
Creative problem solver
Works well in teams
Decisive
Muti
task and flexible
Good time managment
Ability to perform under pressure and work towards deadlines and targets
Self motivated
Excellent communication skills (verbal, written and listening) and has the ability to interact with a spectrum of people in various positions.
Organisational oriantation
Lateral thinker
High level of professionalism
Good vocabulary
Numerical ability
High level of accuracy and attention to detail
Planning and Organising
Results driven

Qualifications:

Details