Customer Training and Support Representative |6 month contract
About our Team
LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,300 employees worldwide, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers.
About the Role
The role reports to the Head of Customer Success and work alongside a team of Customer Consultants in Australia supporting our clients across all segments.
Responsibilities
Exhibit a passion to deliver superior client services by going above and beyond
Doing whatever it takes to ensure each client contact is a positive experience with LexisNexis
Manage and coordinate customer onboarding activities
Diagnose and resolve problems utilizing department tools, resources, business judgment and expertise - resulting in increased customer confidence in LexisNexis as their service provider
Initiate the escalation process for unresolved customer problems
Create onboarding documents and self-service training materials for customers
Act as positive role model by demonstrating continuous performance improvement, solid business skills and support of department/company objectives
Promote excellence through high individual productivity, accuracy and thoroughness- look for ways to improve and promote quality
Work effectively in a team environment by balancing team and individual responsibilities
Contribute to building a positive team spirit; proactively look for and act on opportunities to assist the team.
Requirements
Bachelor’s degree or equivalent work experience
Demonstrated oral and written communication skills
Strong detail orientation and ability to follow defined processes
Solid time-management skills
Ability to use Microsoft Office applications (including Word, Excel, Powerpoint and Outlook) Experience with CRM systems a plus Previous experience in a telephonic or customer facing position is preferred.
Keen problem solving & a commitment to providing resolution to customer issues on the first pass
Dedication to meeting the expectations and requirements of customers and ability to gain the trust and respect of the customer
Highly motivated to work as a team player and perform as an individual contributor
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 for you
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
Flexible working arrangements
Benefits for you and your family
Access to learning and development resources
Your recruiter will advise you on the full benefits package for your location
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.