Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions, and complaints.
Resolves customer inquiries and complaints fairly and effectively. Answer incoming emails or calls from customers who want to place orders, credits, and subscription cancellations / maintenance, respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information in a timeous manner.
Provides product and service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships.
Ensuring minimal customer complaints and improve customer satisfaction and provide professional customer support. Responsibilities are within the Customer Support / Operations Function as a generalist or in a combination of disciplines.
General Profile : Identifies applications of functional knowledge and existing methodologies to complex problems. Requires specialized depth and / or breadth of expertise.
Interprets internal or external business issues and recommends best practices. Solves complex problems; takes a broad perspective to identify innovative solutions.
Works independently, with guidance in only the most complex situations. Serves as an expert within own function and discipline Business Expertise : Interprets internal / external business challenges and recommends best practices to improve products, processes, or services.
Key Accountabilities :
Act as an ambassador of the company and demonstrate company values.
Telephone and written correspondence Etiquette : Deal with customers in a professional manner.
First Call Resolution : To effectively resolve customer enquires on first contact.
Take ownership of customers’ requests and liaise with other departments if necessary, to achieve a resolution to the customers’ requests within a specified time period.
Respond to a range of customer service telephonic and / or Email inquiries.
Proactively contact customers to ensure the inquiry has completely fulfilled their needs.
Contribute to the completion of team workload.
Identify and suggest improvements to new and existing procedures / systems
Service Recovery : promote the benefits of subscriptions to customers and to persuade customers to retain and / or increase subscriptions products.
Accurately record each customer interaction via the CRM system.
Provide technical support to the electronic product subscribers.
Attend product, technical, training, and any other training as arranged from time to time.
Stay up to date with the relevant product, technical requirements or changes.
Perform tasks in an efficient manner and within benchmark timeframes, as determined for the team from time to time.
Achieve monthly KPIs as set out in PDP objectives.
Achieve acceptable customer service satisfaction feedback on queries resolved through the Quality Assessment.
Liaise closely with Marketing, Editorial, Warehouse, and Sales Department to ensure customer and business requirements are met.
Continuously encourage feedback from customers regarding LN products and services so as to identify opportunities for growth in revenue and market share.
Provide first-line technical support to electronic product subscribers.
Troubleshoot errors for online products.
Provide technical support to electronic product subscribers.
Passion for customer service.
High level of accuracy and attention to detail
Excellent people skills
Creative problem solver
Works well in teams
Multi-task and flexible
Good time management
Ability to perform well under pressure and work towards deadlines and targets
Excellent and Email and telephone etiquette
Excellent communication skills (verbal, written, and listening) and has the ability to interact with a spectrum of people in various positions.
High level of professionalism
Planning and Organising skills
1-3 years of experience in a customer service environment
Experience delivering frontline customer service.
Experience in second or third-tier customer service positions (preferable).
Ability to analyze and identify improvements in service systems.
Experience in managing cross-team projects to completion.
Computer literacy MS Office Suite
PeopleSoft and Oracle CRM knowledge advantageous
Technical / legal experience would be an advantage.
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