北京招聘

PURPOSE:
To work for and to support the overall objectives of the department, which include customer retention, enhanced user experience and increased value proposition, through the provision of excellent customer service to the LexisNexis users.


ACCOUNTABILITIES:
? Provide adequate support to customers on product/service issues via telephone and client visit in a timely, quality and regular manner.
? Proactively managing customer issues as an escalation point to ensure complete resolution.
? Identify solutions to non-standard tasks and customers’ queries.
? Establish and develop key contacts and business relationships within subscribers’ organisation.
? Ensuring that customer enquiries and claims are responded timely and analysed for further development/improvement.
? Provide feedback on current customer usage of products and future service needs.
? Support new products implementation.
? Develop and share expert knowledge in product/technology area with colleagues.
? Work closely with Account Management Team on day-to-day support of client site in product upgrade and roll-out exercises, managing customer complaints and overall feedback to ensure client satisfaction is optimized.
? To channel potential revenue opportunities gathered from users’ reactions during training or other forms of regular contacts to the respective Account Managers for follow-up.
? To provide regular users’ feedback on product related issues to Marketing for analysis.
? Conduct the contract/order form process for online products and follow up, track records and filling, information updating.
? Coordinate with agent, sales, finance and IT for fulfilment issue on both Print and Online Products
? Be assigned by the manger-in-charge to work on various projects relating to the job functions.


KNOWLEDGE, COMPETENCIES & EXPERIENCE:

Knowledge:
? Excellent knowledge in MS Word/ Excel/ Powerpoint
? Develop adequate product and market knowledge through both formal and on-the-job training
? Develop knowledge of competitors’ products and services
? Good command of English and Chinese as a must and in another language preferably Mandarin
? Good analytical skills
? Ability to write good reports and handle customer correspondence independently
? Effective communication skills with all levels of staff in an organisation

Competencies:
? Effective listening and presentation skills
? Innovative & Creative
? Adaptability & Flexibility
? Resilience & Patience
? Keen desire to learn and explore
? Independence
? Sense of urgency
? Time management/ Ability to multi-task
? Planning & organising

Experience:
? Degree with emphasis on customer training and support, marketing or related discipline
? A customer support background, preferably with strong help desk operations experience and/or customer focused support role, ideally with training exposure
? Excellent problem solving skills and a proactive and customer-oriented attitude
? Experience in online/publishing industry is an advantage
? Understand the basic functions of a corporate, government, academic or legal institutions and the variety of product applications including legal research, news and business research they may use in their line of business
? Previous work exposure in a global business environment would be an added advantage

KEY PERFORMANCE INDICATORS:
? Meet performance goals as set forth in PDP
? Strong positive work attitude
? Absolute team player

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!