Customer Service Executive

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.

Key objectives:

(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.)

• Responding to all enquiries, timely and effectively and resolution of queries
• Prepare standard and non-standard correspondence
• Processing orders using relevant databases
• Updating and maintaining customer records – CRM & databases
• General administration and ad hoc duties to support the team
• Flexibility to assist within other departments should the need arise
• Promote new and renewal store orders
• Contact lapsed clients over possible winback opportunities on The EIU Store
• Support print customers conversion to online equivalent services 
• Provide analysis to marketing and commercial team in regards to response rate, pipeline etc
• Liaise with finance/legal and tax teams regarding official documentation
• To support print despatch fulfilment

Gaining product knowledge in order to service, promote and cross sell EIU products across all media.

Building and retaining excellent relationships with internal teams, including the Product, Sales, Marketing and research teams.

Freedom to act

• Manage workload, ensuring any enquiry/claim is followed through and completed within an acceptable timescale
• Using own initiative to ensure customer satisfaction and meeting company guidelines.
• Recommend new processes to improve service.
• To guide customers to purchase the products and services most relevant to their requirements.           

 Performance measures

• Customer enquiries are dealt with quickly and effectively. No enquirers are left with a poor impression of the EIU in terms of customer services.
• Keeping up to date with products and services.
• Maintaining the high quality and professional image of the Economist Intelligence Unit in all communications and dealings with customers.
• Ensuring telephones are covered during office hours
• Maintaining turnaround and providing a good quality of service
• Identifying areas for improving service levels and workloads
• Interaction with the marketing and sales teams regarding ad hoc queries
• Generating an increase in orders from new and repeat customers

 

Skills and capabilities profile

 

Education and Training

• GCSE level or higher
• Customer Care

Previous work experience /Knowledge

• Customer Service experience in similar environment dealing with ad hoc requests via telephone, correspondence, e-mail and web.
• Producing own correspondence with brand and tone considerations
• Sales experience in similar e-commerce and B2B environment 

Key skills 

• Good communication and professionalism – verbal and written
• Processes and procedures involved with customer service

Good organisation and time management skills and prioritization skills

• Commercial customer focus 
• Accurate keyboard skills Alphabetical and Numerical.
• Maintain professionalism whilst under pressure
• Strong attention to detail and problem-solving skills
• Focused
• Ability to develop innovative & creative solutions with a proactive mindset

IT

• Proficient in Word & Excel
• Familiarity with G-Suite tools 
• Familiarity with CRM sales systems and IDE databases

Languages 

• Fluency in English is essential

Professional Attributes and Interpersonal Skills

• Strong Customer Focus
• Team Player
• Committed to Quality
• Determination to Succeed
• Flexible Approach to Change
• Fluent and articulate
• Ability to use initiative
• Professional under pressure

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