client success Executive - bilingual (mandarin)RELX

Job Summary :
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 Service 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 Client Services 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 Sales Force, 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
Skilled at translating client contracts and entering them into various internal systems, particularly high value and complex deals
Proactively manage, develop, and sustain effective working relationships with sales leaders and senior internal stakeholders
Consistently meet your KPIs and continuously find ways to drive efficiencies within the sales process
Document and share best practices, particularly with complex, nuanced client contracts
Cultivate and maintain relationships with key cross-functional partners/back office teams
Recommended work flow modifications or improvement as deemed necessary to improve processes
Qualifications:
Bachelor's degree or college undergraduate with relevant experience
Must be fluent in spoken and written Mandarin AND English
Relevant customer service experience is an advantage
Other work experience can be considered as long as candidate is proficient in spoken and written Mandarin and English
At Lexis Nexis Risk Solutions Group having diverse employees with different perspectives is key to creating innovative new products for our global customers. We have 35 diversity employee networks globally and prioritise ensuring inclusive leadership is 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 encourage applicants and employees to tell us about any health issues they may have to allow us to put in place reasonable adjustments that may support applicants in the application process and support employees to succeed in their role.
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RELX

Manila City, Metro Manila
Permanent
Full-time