Customer Support/Ops Coordinator I

LexisNexis; Durban; On-site; ZAR 50,000 - 200,000; Full time

Job summary

LexisNexis is seeking a Customer Support & Operations Coordinator I for a 3-month contract in Durban. The role involves assisting customers with inquiries, technical support, and ensuring a positive experience with our products. Ideal candidates should possess strong communication skills and a background in customer service or technical support.

Benefits

Medical Aid

Retirement Plan inclusive of Risk Benefits

Modern family benefits

Qualifications

• Prior experience in customer service or technical support is necessary.
• Strong written and verbal communication skills are important.
• Ability to follow processes and make decisions in straightforward situations.

Responsibilities

• Handle customer interactions via phone and email professionally.
• Resolve inquiries and document interactions in the CRM system.
• Deliver first-line technical support for product subscribers.

Skills

Customer service

Technical support

Communication

Problem-solving

Organization

Tools

CRM systems

Job description

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,300 employees worldwide, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers.

About the Role

We’re looking for a Customer Support & Operations Coordinator I to join our team on a 3-month contract. In this role, you’ll be the first point of contact for customers, helping to resolve questions, troubleshoot issues, and ensure a smooth experience with our products and services.

You will handle a variety of inquiries from billing and product questions to technical support while contributing to service improvements. This is a great opportunity for someone who enjoys problem-solving, clear communication, and making a positive impact.

Responsibilities

• Handle inbound and outbound customer interactions via phone and email with professionalism and empathy.
• Resolve customer inquiries and complaints on first contact where possible (First Call Resolution).
• Take ownership of customer issues and follow through to resolution by liaising with other departments.
• Accurately document all interactions in the CRM system.
• Deliver first-line technical support for electronic product subscribers and troubleshoot online errors.
• Stay current with product updates, system changes, and service offerings.
• Promote subscription benefits and support retention and upselling efforts.
• Ensure customer account information is accurate and up to date, including billing and subscription setup.
• Collaborate closely with internal teams (Marketing, Sales, Editorial, and Warehouse) to meet customer and business needs and participate in training sessions and contribute to continuous improvement initiatives.
• Achieve KPIs and customer satisfaction goals as outlined in personal development plans.

Requirements

• Prior experience in customer service, technical support, or a similar role.
• Strong communication skills both written and verbal.
• Ability to follow established processes and make sound decisions in straightforward situations.
• Comfortable using CRM systems and basic technical troubleshooting.
• Team-oriented with a proactive attitude toward problem-solving and workload management.
• Strong organizational skills and attention to detail.
• Capable of managing multiple priorities and meeting deadlines.
• Open to continuous learning and attending ongoing product or technical training.

Work in a way that works for you

We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working for you

We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

- Medical Aid

- Retirement Plan inclusive of Risk Benefits (Disability, Critical Illness, Life Cover & Funeral Cover)

- Modern family benefits, including adoption and surrogacy

About the Business

LexisNexis Legal & Professional provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis and Nexis services.

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 or please contact 1-855-833-5120.

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We are 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.

LexisNexis is a corporation that sells data analytics products and various databases that are accessed through online portals, including portals for computer-assisted legal research, newspaper search, and consumer information.

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