Description
Customer Service Executive
London
12 Months
£150p/d
Role Summary:
To support Westlaw UK, Practical Law, Lawtel and all digital products, ensuring that customers are invoiced accurately, access is activated promptly and all areas of customer support are fulfilled to the highest standard.
Major Responsibilities/Accountabilities:
- Process orders for online services and other products as required
- Ensure accuracy in billing and revenue recognition
- Manage customer access to online services to agreed service levels
- Day to day administrative support tasks as requested by Team Leaders
- Prompt and accurate response to internal and external customer queries and requests in writing, by email and over the telephone
- Take ownership of queries and escalate where appropriate
- Participate in projects/business initiatives as required by the business
- Review and checking of signed contracts for compliance requirements
- To observe internal compliance procedures
Technical/Professional Skills & Competencies:
Essential Skills:
- Numeracy - understands a broad range of mathematical and statistical concepts and their relevance in a business context (percentages, trends etc.)
- Using Technology - ability to understand IT business systems (eg SAP and Business Objects) and use a range of standard computer packages (eg Microsoft Word and Excel) to store, analyse and manipulate data (eg creating spreadsheets and reports etc.)
- Understand our offering - display knowledge of the context in which the Company operates
- Internal compliance - understands the processes, procedures and standards that apply to the post and their role in the Company's overall performance
- Communicates in writing - present information clearly and accurately in standard formats
- Oral Communication - convey information simply, accurately and clearly
- Questioning skills - use simple questions to elicit straightforward factual information
- Time management - manage workload, meet deadlines and achieve quality results
- Analytical thinking - thinks ahead to identify next steps and consequences of events or actions and evaluates whether arguments or cases are complete and sound
- Information seeking - able to interpret data in order to resolve problems
- Quality focus - control the quality and timeliness of work
- Results orientation - drive and energy to achieve excellent results
- Customer focus - desire to understand the needs of both external and internal customers
- Teamwork and knowledge sharing - ability to work co-operatively with others
- Adaptability - flexible about ways of working
- Self-confidence - willing to ask questions or make suggestions to more senior people
Desired Skills:
- Enthusiastic & self-motivated
- Problem solver
- Maintains a high level of professionalism and integrity in carrying out all aspects of the role
- To handle additional responsibility when required