Job Title: Senior Customer Support Executive

Customer SupportHandling and resolving complex customer queries in line with key metricsEnsure enquiries are handled effectively, in a timely manner and meeting quality expectations.Good communication, well-organized, Self-motivated, independentClosely work with Sales, Operations and other key internal stakeholdersAssist & Support with Projects in order to drive & improve the global goals for CS metrics.Assist in the QA Project that will be kick started in July 2021 for AsiaCustomer FocusCustomer oriented and good problem-solving skillsFocus on Customer satisfaction and driven by resultsWilling to meet and support customers on-site where requiredProvide tailored and personalized service to resolve complex customer issuesFocus on building trust and strengthening customer loyaltyProvide proactive support checks regularly throughout the year (for high value customers)Perform Quality Scoring, evaluation and Coaching to other customer support executives to ensure improvement in delivery of servicesSkills DevelopmentWilling to continuously learn new products, processes and systems.Capable to adapting to constantly evolving technology and support landscapes.Expected to perform as positive role models by demonstrating continuous performance improvement, solid business skills and support of department and company objectivesPresenting suggestions from customer interactions and issues to other internal departments on customer pain points to ease the customer's experience on a regular basisRequirements :Bachelor Degree or equivalent experienceAt least 4 years in a customer support position.Excellent communication and presentation skills.Excellent written and verbal communicationExcellent customer service skill, quality evaluation and coachingExperience in handling complex customer issues, troubleshooting and resolution.Fluent English, Cantonese & preferably Mandarin.Fluent in Microsoft Word, Outlook, Excel & PowerPoint.CRM experience an advantageCompetenciesTo work independently but also a strong team player.Have patience and the ability to mitigate customer concerns.Capable to work under pressure due to workload and unexpected technical issues.Strong stakeholder management skills in or to with different internal teams to resolve issues.Ability to self-manage time and queues and multi-task.Develop strong relationships with customers and internal staff.Presentation experience and ability to consolidate customer pain points and provide insights to other internal departments for next action.and Analytical SkillsWilling to Learn through structured training as well as independently.LexisNexis, a division of RELX Group, 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. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact accommodations@relx.com or if you are based in the US you may also contact us on 1.855.833.5120.

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