RELX Jobs

Job Summary

• Work includes assisting customers telephonically or non-telephonically with Tier 1 service and support issue

• Provides points of contact across the globe for customers of the Health Science and Science & Technology Print Books and eBooks

• Provide fulfillment, pre and post-sales support to all customer types

• Diagnose and resolve problems utilizing department tools, resources, business judgment and expertise

• Manage the customer service mailboxes and queues to address concerns of customers and other internal departments

• Ensure productivity, delivery and quality levels are met in order to meet and exceed customer expectations

• Adhere to processes as required Elsevier Customer Services

Accountabilities

• To provide Elsevier customers with a high level of customer services responding to all enquires received via all methods of communication channels

• To provide first level contact and convey resolutions to customer issues

• Manage and Handle inbound telephone calls

• Manage and resolve inquiries and issues through emails using the RightNow (OSVC) system and various mailboxes

• Manage and resolve inquires and issues through chat using the RightNow (OSVC) system and various chat queues

• Provide assistance on availability, orders, invoices to clients and handle payment enquiries

• Properly escalate unresolved queries to the next level of support through tracking issues, routing and redirecting problems to correct resources as needed

• Ensure proper documentation, system modification,

• Follow up with customers, provide feedback and see problems through to resolution

• Recommended work flow modifications or improvement as deemed necessary to improve processes

Qualifications:

• Analytical and can quickly learn process and product specifics as well as adapt to constant changing processes and tasks

• Self-motivated with positive attitude. Ability to follow strict guidelines and standard operating procedures a MUST

• Must ability to work quickly in a fast-paced environment; work well as a team member and work well independently

• Excellent written and verbal communication

• Excellent customer service skills

• Excellent in multi-tasking

• Bachelor’s degree in a customer service field or equivalent experience

• At least 1 year customer service in contact center environment or equivalent training (2 years preferred)

• Willing to work on business unit holidays and/or render overtime when necessary

• Must be in current role for 1 year

• Must not have received any Disciplinary Action within the past 12 months

• Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months

• Must not have any Attendance and Punctuality issues in the past 12 months

  LexisNexis, a division of RELX, 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. 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.

  Please read our Candidate Privacy Policy (https://www.relx.com/careers/join-us/privacy) .

RELX is a global provider of information and analytics for professional and business customers across industries.

We help scientists make new discoveries, lawyers win cases, doctors save lives and insurance companies offer customers lower prices. We save taxpayers and consumers money by preventing fraud and help executives forge commercial relationships with their clients.

In short, we enable our customers to make better decisions, get better results and be more productive.