FAQs
What is the primary role of a Customer Support Representative in this position?
The primary role is to act as the first point of contact for customers during the subscription renewal period, assisting them with inquiries and resolving issues related to billing, account access, and subscription management.
What skills are required for this Customer Support Representative position?
Required skills include strong verbal and written communication, excellent problem-solving abilities, effective multitasking, attention to detail in standard sales processes, familiarity with CRM systems, and a customer-first mindset with empathy.
What qualifications are necessary for this role?
Candidates should have a Bachelor's degree, a minimum of 2 years of BPO experience, excellent communication skills, experience in customer-facing roles, proficiency in Microsoft tools, familiarity with CRM tools like Salesforce, and preferably B2B/B2C experience.
How does this role contribute to customer satisfaction?
This role contributes to customer satisfaction by promptly handling inquiries, resolving issues effectively, clarifying subscription details, gathering customer feedback, and maintaining accurate records of customer interactions.
Is experience in subscription management important for this position?
Yes, previous experience in customer service, technical support, or subscription management is preferred for this position.
What tools will I be expected to use in this role?
You will be expected to use Microsoft tools and CRM systems, such as Salesforce, to assist customers and manage interactions.
Can you explain the escalation process for complex issues?
Complex issues will be identified and escalated to the appropriate departments, such as billing, technical support, or training teams, to ensure they are resolved efficiently.
What is the work environment like for a Customer Support Representative?
The work environment can vary, but it typically involves interacting with customers through email, phone, and chat, requiring strong communication and customer service skills.
Does LexisNexis offer any accommodations for applicants with disabilities?
Yes, LexisNexis is committed to providing a fair and accessible hiring process and offers accommodations for applicants with disabilities. They can complete the Applicant Request Support Form or contact the designated support line if needed.
What is the company's stance on equal opportunity employment?
LexisNexis is an equal opportunity employer, treating all qualified applicants without regard to any characteristic protected by law, and is committed to a fair and accessible hiring process.