About Our Team
LexisNexis Legal & Professional serves customers in over 150 countries with 11,800 employees worldwide. As part of RELX, we provide information-based analytics and decision tools for professional and business customers. We lead in deploying AI and advanced technologies to improve productivity and transform the legal market, using ethical and powerful generative AI solutions tailored to each legal use case
About the Role
The Customer Service Representative provides timely, accurate, and friendly support to customers across phone, email, and digital channels. This role focuses on resolving inquiries, supporting product usage, and strengthening customer relationships while ensuring an excellent service experience for all customers.
Key Responsibilities
- Deliver high‑quality customer service by responding to inquiries, requests, and complaints across phone and written channels in a professional and empathetic manner.
- Resolve customer issues on first contact whenever possible, taking ownership and coordinating with internal teams to ensure timely resolution.
- Maintain accurate and up‑to‑date records of all customer interactions in the CRM system.
- Provide first‑line technical support for digital products, including basic troubleshooting and guidance for subscribers.
- Proactively follow up with customers to ensure their needs are fully met and to confirm issue resolution.
- Identify opportunities to improve processes, customer experience, and product usability by sharing feedback and suggestions with the team.
- Collaborate with cross‑functional teams, such as Marketing, Editorial, Warehouse, and Sales, to meet customer and business needs.
- Stay current on product knowledge, systems, and best practices by participating in ongoing training and supporting team workload as required.
Key Requirements
- Experience in customer service or support (any industry or channel) with the ability to manage inquiries clearly and professionally.
- Strong communication skills, both written and verbal, with the ability to adapt communication style to diverse customer needs.
- Problem‑solving and critical‑thinking abilities, with a focus on fair and effective resolution of customer issues.
- Comfort with technology, including CRM systems, email platforms, and basic troubleshooting.
- Ability to work independently while contributing positively to a team environment.
- Attention to detail and accuracy when updating customer information, billing details, and service records.
- Commitment to accessibility and inclusivity, ensuring all customers receive equitable support.
- Willingness to learn and adapt, including participating in product, technical, and service‑related training
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
- Study Leave
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 know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
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.
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