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Customer Service Specialist

1 month ago

Brisbane, Queensland, Australia RELX Trading Australia Pty Limited Company Full time

About the Role

We are seeking a highly 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 strategic clients, exceeding their expectations and enhancing their experience.

Key Responsibilities:

  • Act as the primary point of contact for strategic accounts, managing queries and providing timely responses.
  • Provide data-driven insights to the team to drive strategic engagement activities and identify opportunities and risks with key clients.
  • Manage customer service escalations, resolving issues and addressing customer concerns to prevent recurrence.
  • Collaborate 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 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.

Requirements:

  • Excellent communication and interpersonal skills.
  • Ability to effectively manage customer escalations and resolve issues.
  • Collaborative mindset and ability to work with cross-functional teams.
  • Proactive approach to identifying ways of increasing usage and engagement.
  • Understanding of internal company structure to support global accounts.
  • Excellent organizational and project management skills.
  • Willingness to undertake special projects and provide additional support for events as needed.

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.

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:

  • 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