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Customer Services Execuive

Graduate at Instant Impact

Customer Services Execuive

Graduate at Instant Impact

  • LocationLondon, UK
  • Position levelGraduate
  • Job period iconFull-time employment
  • Application deadline iconPosted on 12 Sep, 2018
  • Start date iconStart date:
  • Visa iconVisa Sponsor
  • Competitive£ 25,000.0 per year

Customer Services Executive

The Company:

Our client is constantly evolving as a data-informed business, and the data team is growing in line with the needs of the company. There websites now attract over 125 million unique users a month. A Customer Services Executive is needed to support the award-winning editorial, data, commercial and technology teams to ensure the readers of The Independent, Indy 100 and Evening Standard receive excellent customer service.

The Role:

The successful candidate will be part of a small Customer Services team within the broader Data team, dealing with a wide range of queries including editorial, technical, commercial, subscriptions and registrations.

This vacancy requires an outstanding communicator who is comfortable dealing with customers online and, to a small extent, over the telephone. They must be willing to learn how content is published both from an editorial as well as a technical perspective, the brand values of the two newspapers and who their customers are, in order to provide the optimal help and guidance to this group.

Responsibilities:

·Identify and assess customers’ needs in order to achieve efficient query workflows.

·Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution, expediting correction or adjustment and following up to ensure resolution.

·Build sustainable relationships and trust with customers through open and interactive communication.

·Analyse queries and trends so underlying problems can be speedily identified and fixed.

·Report back to the product team about common trends and problems.

·Handle the processing of subscription orders and queries which include subscriptionset-ups, password/username resets, lapsed subscriptions, cancellations, refunds, customer data updates.

·Manage the processing of technical app queries which can include app updates, in-app purchases, push notifications control, app performance, minimum hardware/software requirements.

·Update self-help documents so customers/employees can try to fix problems themselves.

·Attract potential customers by answering product and service questions and upselling where appropriate.

·Produce a weekly report which analyses queries, monitors KPIs and trends and provides insights.

Requirements:

·Educated to degree level.

·Excellent communication skills, both written and verbal.

·Particular attention to detail.

·Excellent problem-solving skills.

·Curiosity and a questioning nature.

·Strong collaborative skills.

·Proficient user of Excel.

·The ability to effectively communicate technical solutions, outputs and resolutions to a non-technical audience.

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Job location

London Bridge, 9 Holyrood St, London SE1 2EL, United Kingdom