Customer Relationship Specialist

3 days ago

Brisbane, Queensland, Australia RELX Trading Australia Pty Limited Company Full time
About the Role

We are seeking a highly skilled Customer Relationship Assistant to join our team at RELX Trading Australia Pty Limited Company. As a key member of our Large Enterprise team, you will be responsible for delivering exceptional service to our key clients, exceeding their expectations and enhancing their experience.

Reporting to the Head of Sales, this is a full-time role that requires a strong analytical mindset, excellent communication skills, and the ability to work collaboratively with cross-functional teams. You will be responsible for managing customer service escalations, resolving issues, and addressing customer concerns to prevent recurrence.

Key Responsibilities

  • Acting as the support contact for strategic accounts, managing queries and collating responses as needed.
  • Providing data-driven insights to the team to help drive strategic engagement activities, identify opportunity and risk with key clients, and provide exceptional client service.
  • Managing customer service escalations, resolving issues, and addressing customer concerns to prevent recurrence.
  • Coordinating with various teams to ensure issue resolution within SLA and proactively identifying service improvements.
  • Supporting Relationship Directors in building proposal documentation and providing overall support for contract renewal and new opportunities.
  • Attending regular operational review meetings with customers and driving service management improvements.
  • Following up on "Fair" classified leads for assigned accounts, setting up trials, and monitoring usage.
  • Maintaining regular customer communication and providing product/business updates in collaboration with internal teams.
  • Providing holiday/extended leave and sickness cover for the Strategic Team and resolving 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.

What We Offer

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.

Benefits

  • Discounted Health plan rate and Optical Assistance
  • Life assurance and income protection
  • Option to buy additional Annual Leave days
  • Employee Assistance Program
  • Flexible working arrangements
  • Benefits for you and your family
  • Access to learning and development resources

About Us

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.

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