Customer Relationship Assistant
3 weeks ago
About the Role
We are seeking a skilled Customer Service Specialist to join our Large Enterprise team. As a key member of our team, you will be responsible for delivering exceptional service to our key clients, exceeding their expectations and enhancing their experience.
Responsibilities
- Act as the support contact for strategic accounts, managing queries and collating responses as needed.
- Provide data-driven insights to the team to help drive strategic engagement activities, identify opportunity and risk with key clients, and provide exceptional client service.
- Manage customer service escalations, resolving issues, and addressing customer concerns to prevent recurrence.
- Coordinate with various teams to ensure issue resolution within SLA and proactively identify service improvements.
- Support Relationship Directors in building proposal documentation and providing overall support for contract renewal and new opportunities.
- Attend regular operational review meetings with customers and drive service management improvements.
- Follow up on "Fair" classified leads for assigned accounts, setting up trials, and monitoring usage.
- Maintain regular customer communication and provide product/business updates in collaboration with internal teams.
- Provide holiday/extended leave and sickness cover for the Strategic Team and resolve urgent emails sent to CRM Group email.
Requirements
- Possess excellent communication and interpersonal skills.
- Be able to effectively manage customer escalations and resolve issues.
- Possess the ability to collaborate with cross-functional teams.
- Be capable of supporting Relationship Directors in achieving account objectives.
- Have a proactive approach to identifying ways of increasing usage and engagement.
- Be able to understand internal company structure to support global accounts.
- Possess excellent organizational and project management skills.
- Be willing to undertake special projects and provide additional support for events as needed.
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.
We are an equal opportunity employer
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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