Customer Support/Ops Coordinator I page is loaded Customer Support/Ops Coordinator I Apply locations Durban Johannesburg Cape Town time type Full time posted on Posted Yesterday job requisition id R79110 About our Team LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX , a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today's top model creators for each individual legal use case.
About the Role As a Customer Service Representative, you will provide professional assistance, manage orders, resolve complaints, troubleshoot issues, and promote product subscriptions. Answer incoming emails or calls from customers who want to place orders, respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information in a timeous manner. Be a member of the primary contact team for consumers interested in the products we offer and will be responsible for assisting in processing customer orders received from the sales teams and directly from customers. Be able to set customer debit orders correctly.
Responsibilities 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 enquiries 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.Respond to a range of customer service telephonic and /or Email enquiries.Proactively contact customers to ensure the enquiry has completely fulfilled their needs.Contribute to the completion of teamwork load.To identify and suggest improvements to new and existing procedures / systemsService 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, technicalPerform 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 To provide first line technical support to the electronic product subscribers.To trouble-shoot errors for the online products.To provide technical support to the electronic product subscribers.Customer Relationship Building To ensure customer details are regularly updated.To continuously check that customers billing account setup and subscriptions are correct.To provide support to both internal and external customers.To liaise closely with Marketing, Editorial, Warehouse and Sales Department to ensure customer and business requirements are met.To continuously 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 skillsHigh level of self-confidence and commitmentCreative problem solverWorks well in teamsDecisiveMuti- task and flexibleGood time managementAbility to perform under pressure and work towards deadlines and targetsSelf-motivatedExcellent and Email and telephone etiquetteExcellent communication skills (verbal, written and listening) and could interact with a spectrum of people in various positions.Organisational orientationLateral thinkerHigh level of professionalismGood vocabularyNumerical abilityHigh level of accuracy and attention to detailPlanning and OrganisingResults driven Requirements Matric with 1-3 years of experience in a call centre environmentKnowledge of customer service practices and principlesExcellent data entry and typing skillsSuperior listening, verbal, and written communication skillsAbility to handle stressful situation appropriatelyComputer literacy in MS Office.Technical /legal experience would be an advantage.Work in a way that works for you We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive Working for you We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
Medical AidRetirement Plan inclusive of Risk Benefits (Disability, Critical Illness, Life Cover & Funeral Cover)Modern family benefits, including adoption and surrogacyStudy Leave About the Business LexisNexis Legal & Professional provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis and Nexis services.
LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.
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LexisNexis Legal & Professional is a leading global provider of legal, regulatory and business information and analytics that help customers increase productivity, improve decision-making and outcomes, and advance the rule of law around the world. We help lawyers win cases, manage their work more efficiently, serve their clients better and grow their practices. We assist corporations in better understanding their markets and preventing bribery and corruption within their supply chains. We partner with leading global associations and customers to help collect evidence against war criminals and provide tools to combat human trafficking. We endeavour to advance the rule of law across the world.Our teams are combining unparalleled legal and business information with analytics and technology to advance what's possible for the way our customers work and to advance what's possible in the world by strengthening the rule of law.
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