Reporting into the Customer Success & Delivery Team Leader for Help & Support the Customer Success Support Executive will be responsible for supporting all incoming account and user enquiries through our helpdesk communication channels, which include email, phone and live chat. The Customer Success & Delivery team is at the heart of the Brightmine business and plays a pivotal role in proactively ensuring the success of our userbase. Brightmine's vision is about creating an inclusive, people-focused environment. A culture where individuals with ambition, curiosity and ideas can make an impact. Where you can think big, aim high and explore more.
Key Responsibilities:
Ensure all helpdesk enquiries (email, phone, and live chat) are dealt within the required service level agreement.
To provide a world class customer service experience.
To review all helpdesk enquiries and ensure that these are resolved to a high standard, whilst keeping the user informed at every stage.
To provide coverage of our helpdesk phone line and live chat throughout the working day.
To ensure an accurate record of all customer engagement is logged in accordance with the Customer Success & Delivery expectations.
To identify upsell/cross-sell opportunities where appropriate.
Provides key insights back to the business on trends seen in the enquiries received, to support future process and product development.
Reports to the Customer Success & Delivery Team Leader on activity delivered.
Knowledge/Skills:
World class customer service skills.
Relationship builder.
People orientated, excellent listening and communication skills.
Commercial acumen.
Excellent time management.
PC literate.
Highly motivated.
Able to acquire an effective working knowledge of the Brightmine product portfolio.
Able to build and maintain relationships with external and internal stakeholders.
Qualifications:
College Graduate
Good communication skills both oral and written
Computer Literate
Analytical Skills
LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-
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