Customer Support Representative

RELX

Shanghai
Permanent
Full-time

1 month ago

Would you like to provide first-class guidance and support to the customer?Do you enjoy delivering exceptional service to our customers?About the BusinessAt ICIS, our mission is to optimize the world’s resources. We help companies make strategic, sustainable decisions by bringing transparency to markets across the world. We create a comprehensive view of commodities markets, providing companies with the data and intelligence to successfully navigate across global value chains every day. Our customers benefit from instant access to price assessments, reports and forecasts, a dedicated news channel and supply and demand data. You can learn more about ICIS at the link below.About our TeamOur Customer Support Team is dedicated to supporting our valued customers. We provide excellence in our delivery of service through various channels of support. This includes detailed technical support, by phone, email and online chat. Our goal is to give our customers the information they need and deliver high quality assistance.About the RoleCustomer Support Representative is crucial for seamless operations and exceptional customer service. They coordinate support activities and operational tasks to ensure customer satisfaction and efficient business processes.Responsibilities

To provide ICIS customers with a high level of customer services responding to all enquires received via inbound telephone calls, live chat and email.
To provide first level contact and convey resolutions to ICIS customer issues
Manage and handle both inbound telephone calls and emails for the ICIS Customer Support queue both on technical aspect and product inquiries while managing high level of customer care
Manage and maintain systems used to issue login credentials, user changes and user requirements for a variety of online lookup tools, analytics tools which enable our customers to identify and react to opportunities in markets
Work alongside colleagues in the Americas and EMEA/APAC Customer Support teams
Properly escalate unresolved queries to the next level of support through tracking issues, routing and redirecting problems to correct resources as needed
Update customer data and produce activity reports through Salesforce, ensuring proper recording, documentation and closure
Follow up with customers, provide feedback and see problems through to resolution
Recommended work flow modifications or improvement as deemed necessary to improve processes
Consistently meet your KPIs and continuously find ways to drive efficiencies within the support process
Document and share best practices, particularly with complex, nuanced customer queries
Recommended work flow modifications or improvement as deemed necessary to improve processes
Proactively manage, develop, and sustain effective working relationships with sales and customer success teams
Cultivate and maintain relationships with key cross-functional partners/back office teams

Requirements

Have excellent communication and interpersonal skills in both Chinese & English
Be proficient in using customer support software and tools
Possess exceptional organisational and multitasking abilities
Be detail-oriented with a focus on delivering high-quality service
Have a proactive and problem-solving mindset
Be able to work effectively in a dynamic environment
Have a solid understanding of operational processes and customer support best practices
Be adaptable and responsive to changing business needs

Learn more about the LexisNexis Risk team and how we workAt LexisNexis Risk Solutions, having diverse employees with different perspectives is key to creating innovative new products for our global customers. We have 30 diversity employee networks globally and prioritize inclusive leadership and equitable processes as part of our culture. Our aim is for every employee to be the best version of themselves. We would actively welcome applications from candidates of diverse backgrounds and underrepresented groups.We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: .Please read our .

RELX

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