Do you like collaborating across teams to deliver success for customers?
Would you like to provide first-class guidance and support to the customer?
About our Team
Researcher Support is a global department with teams located in Chennai, Tokyo, Beijing and the Philippines (supplier). The department is responsible for resolving approximately 1 million researcher queries per year and is recognised by customers for it’s high-level of customer service, with year-to-date customer satisfaction score exceeding 90%. Despite the successful measurements of the level of service we provide, we are ambitious and we want to do even more for our customers to ensure their success. Researcher Support lives to the values of our customer centric organisation. We closely monitor our customer's experience, we use data and customer feedback to provide voice of the customer (VOC) feedback to our business partners to drive positive improvements to the systems and processes that our customers experience.
About the Role
Responsibilities
- Provide first-class,
qualified customer service with fluent written and verbal support in English.
- Work within agreed service levels, exceed customer expectations, and deliver complete, accurate responses at the first point of contact.
- Take ownership of all tasks, collaborating with second-line support or business partners to manage issues through to resolution.- Follow the correct escalation process when required, capturing and presenting clear information to support faster resolution by second
- and third-line teams.
- Anticipate customer questions, reduce customer effort, keep customers informed, and focus on first-time resolution.
- Meet productivity standards, follow department policies and procedures, and understand customer roles, personas, and the end-to-end customer journey.
- Take a proactive, culturally aware approach to customer service by adapting to customer needs and offering relevant additional products or
📌 Researcher Support Agent (Chennai)
🏢 Relx
📍 Chennai
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