Virtual Customer Service Representative at LexisNexis South Africa

Functions and Responsibilities

• Providing guidance and resolutions to customer inquiries consistent with service and quality standards.
• Dedicated workspace free from interruption & distraction
• Manage large amounts of inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets

Required Skills

• Previous experience in a customer support role
• Track record of over-achieving quota
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Proficiency in Microsoft Office Outlook, Word and Excel, Strong typing, and computer navigation skills with the capacity to use multiple computer applications simultaneously
• Ability to successfully complete the Customer Service training classes and demonstrate proficiency of the material

Education

• High School Diploma or equivalent preferred