The Research Expert provides new and existing customers with the best possible service in relation to creating searches, alerts/tracks, service requests, document delivery and product usability including ticket escalations. You are expected to provide product and service information to customers and identify upselling opportunities to maintain and increase income streams from customer relationships.
Accountabilities:
Assisting customers telephonically or non-telephonically with service and support issues.
Diagnose and resolve problems utilizing department tools, resources, business judgment and expertise, resulting in increased customer confidence with LexisNexis products
Recommend products or features that may benefit the customer.
Escalate any system issues after thorough troubleshooting
Has no supervisory responsibilities
Qualifications:
Bachelor's degree holder or Completed at least 2 years level in College (no back subjects/incomplete units)
Minimum of 2 years BPO experience (Technical, Sales, Finance, or Legal background is a plus)
Excellent verbal and written communication skills
Strong interpersonal skills and can easily build and sustain trust-based relationships with all levels of the organization
Strong analytical, quantitative and deductive reasoning skills
Ability to think critically; looks beyond symptoms to identify causes of problems and potential trends
Ability to work with leadership teams
Flexible with schedule
Highly Collaborative
Passionate – Driven and committed to exceed goals, with energy that inspires others
Curious – Have a passion for continuous learning and improvement
Accountable – Get things done, takes ownership and committed to make things happen
Team player – Think and act for the greater good and accept collective responsibility
Courageous – Does the right thing, in the right way for the right reasons
Customer-centric – Understands the value for customers and have customer experience at the heart of what he/she does
Focused – ability to keep going in the face of adversity
Adaptable and can quickly change course when required
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Research Expert • Iloilo
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