Purpose of this Role:

• Responsible for providing customer service support by managing the Customer Support Helpdesk via email and hotline

• Providing support and assistance to customer on enquiries mainly but not limited to online and printed products

• Ensure to provide efficient and first contact resolution to customer

• Co-ordinate with different departments for handling complaints or difficult situations

Responsibilities:

• Manage the helpdesk function via email and phone calls

• Good knowledge of fulfilment tools (ie RAT, Bookmaster, Web spec, PowerInvoice, CRM etc) to support daily customer queries

• Level 1 technical support for online services in HK

• To provide general information of customer account and invoicing related queries

• Communicate with customer in regards to order, such as order confirmation, payment and delivery details, cancellations, product claims

• Create and distribute of CRM service request

• Complaints handling

• Maintain the database of online customer in regards to financial and invoicing updates and status

• Ensure all e-invoice are sent successfully

• Liaise with Finance team for any further enquiries

• Liaise with Sales team for sales related enquiries and complaints

• Liaise with relevant internal team for related enquiries and complaints

Requirements:

Education:

• Bachelor degree

Experience:

• At least 2 years in a customer service position.

• Excellent communication and presentation skills.

• Experience in handling customer complaints, troubleshooting and resolution.

• Fluent Cantonese, English & Mandarin.

• Good Skills in MS Word, Excel & Powerpoint.

Competencies:

• To work independently but also a good team player.

• Have patience and listen carefully in order to have good understanding on Customer’s needs regarding on various products

• Capable to work under pressure due to workload and emergency technical matters.

• Working with different business systems to resolve issues.

• Good time management to work on different tasks each day and multi-task.

• Maintain good relationship with customers.

• Ability to self-manage and problem solve

• Willing to Learn and an ability to quickly grasp the business process

Interested individual please email your latest CV and contact details to Angielina.tay@lexisnexis.com for a confidential discussion.