Customer Support/Ops Coordinator I at LexisNexis South Africa

About the Role

• We are seeking a customer-focused team member to provide clear, supportive, and effective assistance to our clients across phone, email, and digital channels. This role ensures customer needs are met quickly and fairly, while contributing to continuous service improvement and positive customer relationships.

Key Responsibilities

• Deliver professional, friendly, and solutions-oriented support across phone, email, and other communication channels.
• Resolve customer inquiries on first contact whenever possible, taking ownership of each request until it is fully resolved.
• Record customer interactions accurately in the CRM system and ensure customer information remains up to date.
• Provide first-line technical support for online and electronic products, including basic troubleshooting.
• Collaborate with internal teams (such as Marketing, Sales, Editorial, and Warehouse) to meet customer and business needs.
• Proactively follow up with customers to confirm their inquiries have been addressed.
• Identify opportunities to improve processes, customer experience, and product usage.
• Support customer retention by clearly communicating product value and helping customers make the most of their subscriptions.

Requirements

• Previous experience in customer service or a related role, or equivalent skills gained through training or practical experience.
• Strong communication skills, with the ability to explain information clearly and respectfully.
• Ability to follow established processes while using good judgment in straightforward decision-making.
• Comfortable using computer systems, CRM tools, and digital platforms; willing to learn new technologies.
• Ability to work both independently and collaboratively within a team environment.
• Strong problem-solving skills with attention to detail and accuracy.
• Commitment to delivering an excellent customer experience, including meeting service targets and deadlines.
• Willingness to participate in ongoing training to stay current on products, systems, and best practices.