Refcheck Consultant

Refcheck Consultant
Company:

Lexisnexis


Refcheck Consultant

Details of the offer

LexisNexis Legal & Professional (www.lexisnexis.com) is a leading global provider of content and technology solutions that enable professionals in legal, corporate, tax, government, academic and non-profit organizations to make informed decisions and achieve better business outcomes. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis« and Nexis« services. Today, LexisNexis Legal & Professional harnesses leading-edge technology and world-class content, to help professionals work in faster, easier and more effective ways. Through close collaboration with its customers, the company ensures organizations can leverage its solutions to reduce risk, improve productivity, increase profitability and grow their business. Part of RELX Group plc, LexisNexis Legal & Professional serves customers in more than 100 countries with 10,000 employees worldwide. RefCheck Consultant Purpose of the role: Responsible forhandling a vast range of clerical andcustomer facing duties and undertake to resolve fax, postal, Telephonic ande-mail queries, working under guidance and direction in order to Maximise customerloyalty and generate revenue. To build strong relationships with customers andto ensure that customer derive optimum value from LN products and service. Towork outside of normal office hours as and when the need arises as a result ofoperational requirements Key Accountabilities: To act as an ambassador of the company anddemonstrate company values.Telephone and written correspondence Etiquette: Deal with customers in aprofessional manner.First Call Resolution: To effectively resolve customer enquiries onfirst contact.Take ownership of customers’ requests and liaise with other departmentsif necessary, to achieve a resolution to the customers’ request within aspecified time period.Respond to a range of customer servicetelephonic and /or Email enquiries.Proactively contact customers to ensure theenquiry has completely fulfilled their needsContribute to the completion of team work loadTo identify and suggest improvements to newand existing procedures / systemService Recovery: To promote benefits of subscriptions to customers andto persuade customers to retain and/or increase subscriptions products.To accurately record each customer interaction via the CRM systemTo provide technical support to the electronic product subscribersAttend product, technical, Bookmaster, procedure training and any othertraining as arranged from time to time.Stay up to date with relevant product, technical and BookmasterknowledgePerform tasks in an efficient manner and within benchmark timeframes, asdetermined by the team from time to time.To achieve monthly KPI’s as set out in PDP objectivesTo achieve the acceptable customer servicesatisfaction feedback on queries resolved through the Qualitative Research AssessmentTo promote upselling and cross selling ofLexisNexis products thereby contributing to maximizing revenue and profitsTechnical Support To provide first line technical support to the electronic product subscribersTo trouble-shoot errors for the online and cd/dvd-romproductsTo provide technical supportto the electronic product subscribersCustomer RelationshipBuilding To ensure customer details are regularlyupdated.To continuously check that customers billingaccount setup and subscriptions are correct.To provide support to both internal andexternal customersTo liaise closely with Marketing, Editorialand Sales Department to ensure customer and business requirements are met.To continuously encourage feedback fromcustomers regarding LN products and service so as to identify opportunities forgrowth in revenue and market share. LexisNexis,


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