B2C Customer Service Executive

The Economist Group is the leading source of analysis on international business and world affairs. We deliver our information through a range of formats, from newspapers and magazines to conferences and electronic services. What ties us together is the objectivity of our opinion, the originality of our insight and our advocacy of economic and political freedom around the world.

The Customer Service Executive will support the Customer Service Manager in the day-to-day running of The Economist Customer Service provision, dealing with escalations, reporting on KPIs and Service Levels, assisting training and quality, documenting and delivering processes and providing escalation support to our third party contact centres. 

In this role you will be expected to:

• Work closely with our outsourced customer service partners to ensure our subscription service consistently exceeds customer expectations
• Act as the first point of contact for all aspects of customer service, addressing escalated customer service complaints and effectively communicating emergent issues
• Work with the Product team to ensure proactive issue management of technical problems and minimising the impact on our digital subscribers
• Ensure all customer facing staff have the necessary training, tools and information to efficiently manage customer queries
• Maintain customer service policy guidelines and process documentation
• Maintain all inbound and outbound customer service communications in line with brand standards and including call scripts, standard reply paragraphs and FAQs
• Monitor all key customer service performance indicators 
• Assist the Customer Service Manager in reporting SLA performance, customer satisfaction and net promoter scores
• Support The Economist’s customer feedback and query channels ensuring customer issues and requests are expedited 
• Utilise customer feedback, comments and suggestions to proactively drive improvements to existing processes and communications
• Support the Customer Service Manager in managing customer service budgets and expenditure
• Work closely with the Customer Operations team to improve the range of subscriber e-care and self-serve options available
• Travel to and work with our Customer Engagement Centres as required

To succeed in the role you must have:

• Experience working in a customer service centre or managing customer processes and communications
• Experience working with customer-facing technology
• Experience writing documents, policies or communications to an exceptionally high standard
• Excellent written and verbal communication skills
• Ideally, some knowledge of the Salesforce system
• Excellent interpersonal and customer service skills
• Detail-oriented and results focused
• Excellent organisational skills and an ability to handle multiple projects, meeting deadlines through effective time management
• Effective presentation of data using Excel and Powerpoint

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