Customer Service Executive

<div class="content-intro"><p><strong>Who we are</strong></p> <p></p> <p class="isSelectedEnd">Since 1843, The Economist Group has championed independence, excellence and openness, helping people understand and tackle the critical challenges shaping the world. Today, we are building on that legacy as a global media and information-services company powered by digital innovation, analytical rigour and evidence-based insight.</p> <p class="isSelectedEnd">Across our three businesses -<em>The Economist, Economist Enterprise and Economist Education</em> - we deliver trusted analysis and insights to individuals and organisations in more than 170 countries. United by a shared purpose to drive progress, we empower decision-makers to make sense of change and chart a course through an increasingly complex world.</p> <p>As a colleague, you will be part of a culture that values ideas, encourages ownership and holds itself to high standards. We invest in people who are curious, thoughtful and adaptable, whether they are launching new products, reporting on global events or harnessing emerging technologies such as AI to improve how we work. Here, fresh thinking is taken seriously, ambition is matched by integrity, and great work is recognised. Working across disciplines, geographies and perspectives, we are united by a commitment to innovation, excellence and creating meaningful impact.</p> <p></p></div><p>To provide an excellent service to potential customers and clients, ensuring all communications are handled professionally, within agreed timeframes and to the company's standards. Additionally, to be responsible for improving the commercial performance of the EIU's online store. This will include facilitating the renewal and acquisition of new business, identifying opportunities for upselling, converting pro forma orders, and onboarding new clients.</p> <p><br><strong>Key objectives:</strong></p> <p>(The following list of duties is not intended to be exhaustive but to give a clear indication of the range of tasks and responsibilities of the position.)</p> <ul> <li>Responding to all enquiries, timely and effectively and resolution of queries</li> <li>Prepare standard and non-standard correspondence</li> <li>Processing orders using relevant databases</li> <li>Updating and maintaining customer records – CRM &amp; databases</li> <li>General administration and ad hoc duties to support the&nbsp;team</li> <li>Flexibility to assist within other departments should the need arise</li> <li>Promote new and renewal store orders</li> <li>Contact lapsed clients over possible winback opportunities on The EIU Store</li> <li>Support print customers conversion to online equivalent services&nbsp;</li> <li>Provide analysis to marketing and commercial team in regards to response rate, pipeline etc</li> <li>Liaise with finance/legal and tax teams regarding official documentation</li> <li>To support print despatch fulfilment</li> </ul> <p>Gaining product knowledge in order to service, promote and cross sell EIU products across all media.</p> <p>Building and retaining excellent relationships with internal teams, including the Product, Sales, Marketing and research teams.</p> <p><strong>Freedom to act</strong></p> <ul> <li>Manage workload, ensuring any enquiry/claim is followed through and completed within an acceptable timescale</li> <li>Using own initiative to ensure customer satisfaction and meeting company guidelines.</li> <li>Recommend new processes to improve service.</li> <li>To guide customers to purchase the products and services most relevant to their requirements.<strong>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;</strong></li> </ul> <p><strong>&nbsp;Performance measures</strong></p> <ul> <li>Customer enquiries are dealt with quickly and effectively. No enquirers are left with a poor impression of the EIU in terms of customer services.</li> <li>Keeping up to date with products and services.</li> <li>Maintaining the high quality and professional image of the Economist Intelligence Unit in all communications and dealings with customers.</li> <li>Ensuring telephones are covered during office hours</li> <li>Maintaining turnaround and providing a good quality of service</li> <li>Identifying areas for improving service levels and workloads</li> <li>Interaction with the marketing and sales teams regarding ad hoc queries</li> <li>Generating an increase in orders from new and repeat customers</li> </ul> <p>&nbsp;</p> <p><strong>Skills and capabilities profile</strong></p> <table style="border-collapse: collapse; width: 100.035%; height: 784.219px; border-width: 0px; border-style: hidden;" border="1"> <tbody> <tr style="height: 39.1875px;"> <td style="width: 23.4987%; height: 39.1875px; border-width: 0px;">&nbsp;</td> <td style="width: 76.5024%; height: 39.1875px; border-width: 0px;"><br><br></td> </tr> <tr style="height: 67.1875px;"> <td style="width: 23.4987%; height: 67.1875px; border-width: 0px;"> <p><strong>Education and Training</strong></p> </td> <td style="width: 76.5024%; height: 67.1875px; border-width: 0px;"> <ul> <li>GCSE level or higher</li> <li>Customer Care</li> </ul> </td> </tr> <tr style="height: 106.375px;"> <td style="width: 23.4987%; height: 106.375px; border-width: 0px;"> <p><strong>Previous work experience /Knowledge</strong></p> </td> <td style="width: 76.5024%; height: 106.375px; border-width: 0px;"> <ul> <li>Customer Service experience in similar environment dealing with ad hoc requests via telephone, correspondence, e-mail and web.</li> <li>Producing own correspondence with brand and tone considerations</li> <li>Sales experience in similar e-commerce and B2B environment&nbsp;</li> </ul> </td> </tr> <tr style="height: 232.344px;"> <td style="width: 23.4987%; height: 232.344px; border-width: 0px;"> <p><strong>Key skills&nbsp;</strong></p> </td> <td style="width: 76.5024%; height: 232.344px; border-width: 0px;"> <ul> <li>Good communication and professionalism – verbal and written</li> <li>Processes and procedures involved with customer service</li> </ul> <strong>Good organisation and time management skills and prioritization skills</strong> <ul> <li>Commercial customer focus&nbsp;</li> <li>Accurate keyboard skills Alphabetical and Numerical.</li> <li>Maintain professionalism whilst under pressure</li> <li>Strong attention to detail and problem-solving skills</li> <li>Focused</li> <li>Ability to develop innovative &amp; creative solutions with a proactive mindset</li> </ul> </td> </tr> <tr style="height: 86.7812px;"> <td style="width: 23.4987%; height: 86.7812px; border-width: 0px;"> <p><strong>IT</strong></p> </td> <td style="width: 76.5024%; height: 86.7812px; border-width: 0px;"> <ul> <li>Proficient in Word &amp; Excel</li> <li>Familiarity with G-Suite tools&nbsp;</li> <li>Familiarity with CRM sales systems and IDE databases</li> </ul> </td> </tr> <tr style="height: 25.5938px;"> <td style="width: 23.4987%; height: 25.5938px; border-width: 0px;"> <p><strong>Languages&nbsp;</strong></p> </td> <td style="width: 76.5024%; height: 25.5938px; border-width: 0px;"> <ul> <li>Fluency in English is essential</li> </ul> </td> </tr> <tr style="height: 226.75px;"> <td style="width: 23.4987%; height: 226.75px; border-width: 0px;"> <p><strong>Professional Attributes and Interpersonal Skills</strong></p> </td> <td style="width: 76.5024%; height: 226.75px; border-width: 0px;"> <ul> <li>Strong Customer Focus</li> <li>Team Player</li> <li>Committed to Quality</li> <li>Determination to Succeed</li> <li>Flexible Approach to Change</li> <li>Fluent and articulate</li> <li>Ability to use initiative</li> <li>Professional under pressure</li> </ul> </td> </tr> </tbody> </table> <p><span style="color: rgb(236, 240, 241);">#LI-Hybrid&nbsp;</span></p><div class="content-conclusion"><hr> <p><strong>Working Arrangements</strong></p> <p>The majority of our roles operate on a hybrid working pattern, with 3+ days office attendance required.&nbsp;</p> <p><strong>AI usage for your application</strong></p> <p>We are an innovative organisation that encourages the use of technology. We recognise that candidates may utilise AI tools to support with their job application process. However, it is essential that all information you provide truthfully and accurately reflects your own experience, skills, and qualifications.</p> <hr> <p><strong>What we offer</strong></p> <p>Our benefits package is designed to support your wellbeing, growth, and work-life balance. It includes a highly competitive pension or 401(k) plan, private health insurance, and 24/7 access to counselling and wellbeing resources through our Employee Assistance Program.</p> <p>We also offer a range of lifestyle benefits, including our <em>Work From Anywhere</em> program, which allows you to work from any location where you have the legal right to do so for up to 25 days per year. In addition, we provide generous annual and parental leave, as well as dedicated days off for volunteering and even for moving home.</p> <p>You will also be given free access to all <em>The Economist</em> content, including an online subscription, our range of apps, podcasts and more.</p></div>