LexisNexis Business Insight Solutions
We have more than 6000 customers in over 100 countries LexisNexis Business Insight Solutions is the world’s largest provider of business information. We have been helping businesses make smarter choices since 1976 by utilizing our unrivaled collection of news and business information services.
The role has the responsibility to ensure a good customer experience of customers and leads contacting LexisNexis via telephone, e-mail, chat or all other communication methods by solving customer queries autonomously.
You will work very closely with the Order Processing team, the Sales team, as well as the Content and Product team, to deliver the best Customer Experience.
DUTIES AND RESPONSIBILITIES:
Support External:
- Taking ownership of customer interactions
- Use situational, technical, proposition and solution knowledge to provide support to our external customers via multiple channels, e.g. chat, telephone and e-mail
- Manage multiple customer engagements concurrently
- Use a mix of solutions knowledge and an understanding of client requirements to identify and maximise sales opportunities
- Answer technical questions and conduct tailored product demonstrations of all product features to prospects, existing customer accounts and to internal staff
Support Internal:
- Provide support as required to the sales team to ensure key deals are won
- Answer technical questions and conduct tailored product demonstrations of all product features to prospects, existing customer accounts and to internal staff
- Be a part of cross department collaborations to test and deliver product solutions
- Assist marketing in creation of standard and bespoke customer user guides and quick cards
- Provide end-user first web training sessions where applicable and necessary depending on discussions with the trainers
Internal Knowledge Management
- Enable internal intelligence of our customer and lead base by maintaining and amending information in the Customer Relationship Management System
- Internal Knowledge Management by using a tool to capture internal wisdom
- Gather on-going product and customer feedback and related information and document them
- Maintain extensive knowledge of BI solutions, technologies, methodologies and procedures
QUALIFICATIONS and EXPERIENCE:
- Minimum Bachelor degree level
- Mother tongue Level in English and at least one further language. Dutch, French and German are preferred.
- Proven experience with database search and internet technology
- Previous experience within a customer support role
- International Work experience needed
- Good general level of knowledge and on actual developments
- High level of initiative and self-motivation, with the ability to work in a team environment and engage others.
- A very precise and diligent way of working