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Client Success Executive Inbound - ICIS - Sutton, Surrey

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Customer Services - Support & Training
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Reed Business Information
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REE00AHL Requisition #

 

 

 

Client Success Executive Inbound at ICIS
 
ICIS is a division of Reed Business Information, part of RELX Group. Part of the $10bn FTSE100 RELX Group, Reed Business Information (www.reedbusiness.com/uk) is a globally renowned data analytics and information company. We are the world's largest petrochemical market information provider and have fast-growing energy and fertilizer divisions. With a global staff of more than 800, ICIS has employees based around the world.

Our aim is to give companies in global commodities markets (like Shell, Unilever & Exxon Mobile) a competitive advantage by delivering valuable information and analytics tools which enable our customers to identify and react to opportunities in markets which are constantly evolving.
 
To be able to support our customers the best way we can, we have Client Success people close to our customers with teams in Dubai, Houston, London, New York, Singapore and China.

For our Client Success team in London we are looking for a Client Success Executive who can wow our customers.

Your Key Responsibilities
In your role as Client Success Executive you are responsible for handling client enquires through e-mail, phone and live chat. You will be the client’s single point of contact to avoid the client investigating our internal organization finding the right person to answer their query.
 
Other responsibilities include:
·         Manage own case queue and 1st line unallocated queue
·         Escalations following process to relevant teams
·         Monitoring and prioritising re-opened cases for all regions to action and complete start and end of day
·         If long duration case, not able to resolve within SLA ensure activity set for follow up
·         Self-allocating a single case and complete before starting next
·         Ensure full check of case and activity history including usage and training attendance
·         Timely case management and activity recording
·         Responsible for being online and available for chat
 
What we need from you
You have the ability to think on your feet. You will not always know the right answer, but you’re the kind of person who is always up for the challenge and will take ownership. You’ll rely on your resources and quickly research a response.

To be successful in this role, you cannot do without a deep understanding of client businesses and their needs. We will help you in gaining this expertise with extensive training but you need to be an eager learner.
 
Other skills that are required:
·         Excellent communication skills with a positive attitude and a passion for delivering exceptional customer service.
·         Excellent problem solving skills and ability to exercise initiative.
·         Self-motivated, well organized and able to prioritise.
·         Effective written and verbal communication skills.
·         Team player
·         Fluency in English. Spanish desirable

 

 

ICIS is the world's largest petrochemical market information provider and has fast-growing energy and fertilizer divisions. Our aim is to give companies in global commodities markets a competitive advantage by delivering trusted pricing data, high-value news, analysis and independent consulting, enabling our customers to make better-informed trading and planning decisions. We have more than 30 years’ experience in providing pricing information, news, analysis and consulting to buyers, sellers and analysts.
 
With a global staff of more than 800, ICIS has employees based in Houston, Washington, New York, London, Montpellier, Dusseldorf, Karlsruhe, Milan, Mumbai, Singapore, Guangzhou, Beijing, Shanghai, Tokyo and Perth. Some 350 of ICIS’s staff are journalists engaged in reporting market prices and news, and ICIS is fully committed to upholding the highest journalistic principles of verification, corroboration and authentication.
 
ICIS is a division of Reed Business and a member of RELX Group, the world's leading publisher and information provider.
 
About Reed Business Information
Reed Business Information provides information and online data services to business professionals worldwide. Customers have access to our high-value industry data, analytics, information and tools. Our strong global products and services hold market-leading positions across a wide range of industry sectors including banking, petrochemicals and aviation where we help customers make key strategic decisions every day.  RBI is part of RELX Group plc, a world-leading provider of information solutions for professional customers across industries.
http://www.reedbusiness.com
 
RBI are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

 

 

 

 

 

 

 

 

 

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