北京招聘

职位描述：
Title： Customer Support & Fulfillment Executive

Report Line：Assistant Customer Services Manager

Location：Beijing

Purpose of the Role:

This Position will be responsible for providing customer service support to the organization by managing the Customer Support Helpdesk, analysing and verifying the accuracy of the order information in a timely manner. Initiates and /or implement s corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction are maintained. Will be consistently perform core and general order fulfillment tasks including, but not limited to, entering orders for Lexis Nexis products and providing professional communication with internal and external customers.Prepares service request summary reports. Co- ordinates the handling of difficult and /or unusual situations.

DUTIES AND RESPONSIBILITIES：

Manage Customer Helpdesk
? Manage the Helpdesk function of the department (9 a.m. to 6 p.m.) in coordination with the team to ensure all calls are logged and service levels are met as per CS guidelines.
? Receives processes and maintain all calls received from customers on CRM. Capture 100% of calls received.
? Ensure and provides quality services to both internal and external customers
? Initiates required action for response to customer service request. Answer Customer Inquiries/communications as required.
? Maintains detailed call activity reports and provides them to the CSM on a regular basis
? Ensure SLA’s are being maintained as per defined timelines.
? Provide first level support to help manage day to day customer queries using the various fulfillment tools like RAT, NCAM, and Web spec and reduce dependence on US.
? Contributes to the development and maintenance of standards , policies and procedures regarding customer service
? Adheres to all corporate policies, guidelines and statutory requirements.
? Responsible for actively ensuring the retention of the customer base.
? Work with LN other departments/offices to resolve problems, facilitate solutions and enhance customer service offerings.
? Provides back up support to other group members in the performance of job duties as required.
? Responsible for welcoming the new customer on board.

Manage Order Fulfillment
? Assist with the processing of orders from initial review to invoicing. This includes, but is not limited to, basic order functions including order review, account creation, order processing and account maintenance in accordance with established business rules.
? Effectively communicate with internal customers(i'e Sales, Credit & Collection, Accounts Receivable, ect.) fostering collaborative relationships among different teams.
? Provide invoice copies, contracts, orders and other customer information from the Fulfillment systems to Sales and/or customer upon request.

Continuous Improvement
? Regularly provides feedback on the soundness and effectiveness of the customer service department’s policies and procedures.
? Conducts follow up phone calls to survey respondents who have concerns or questions
? Maintain & Update Client Database IN CRM so that the same can be used for NPS or any other survey.
? Be participative in the training sessions provided wrt to new projects/product offerings

Project Management
? Be participative on Trade Fairs and other events held by the marketing team
? As part of fulfillment transition to RESSPI Handle correspondence related to all selling activities.

Sales Support
? Usage Reports from BI & LNC Admin Tool
? Trial IDs Set up (including LNC, Wiser & LN Online)
? Sales Leads Assignment


Requirement：
Experience
? At least 2 years in a customer service position in a customer services organization, preferably in a similar industry or in an industry with corporate clients versus retail.
? Customer focused but with a commercial outlook in mind.
? Experience in handling customer complaints, troubleshooting and resolution.
? Prior work experience in the online industry preferred but not necessary.
? Excellent communication and presentation skills.
Competencies ? High energy with a cheerful disposition
? Ability to self-manage and problem solve
? Customer focused but with a commercial mindset
? Team player
? Learning Ability and an ability to quickly grasp the business process
? Pro-active with a sense of urgency
? Time management/ Ability to multi-task
? Planning & organizing, especially with keeping abreast of all information required to function 举报 分享

About RELX Group

RELX Group is a world‐leading provider of information and analytics for professional and business customers across industries. The group serves customers in more than 180 countries and has offices in about 40 countries. It employs approximately 30,000 people of whom half are in North America. RELX PLC is a London listed holding company which owns 52.9% of RELX Group. RELX *** is an Amsterdam listed holding company which owns 47.1% of RELX Group. The shares are traded on the London, Amsterdam and New York Stock Exchanges using the following ticker symbols: London: REL; Amsterdam: REN; New York: RELX and RENX.
www.relxgroup.com

A British Stock Exchange listed company with great financial report each year and a leading global provider of content-enabled workflow solutions designed specifically for professionals in the legal, risk management, corporate, government, law enforcement, accounting, and academic markets. LexisNexis originally pioneered online information with its Lexis？ and Nexis？ services. LexisNexis is part of RELX Group and serves customers in more than 175 countries with more than 15,000 employees worldwide. We are one of the world’s most successful digital media company with over 5 Billion revenue and higher than the likes of Apple, Microsoft and Facebook last year. 97% of Fortune 500 Companies are our clients. We are the “Google” of Legal space! Yes! That makes us an innovative internet company!