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Customer Service Executive

Crone Corkill
Job LocationLondon
EducationNot Mentioned
Salary£12.00 - £14.00 per hour
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeTemporary, full-time

Job Description

About the CompanyYou will be joining and world-class online Media organisation who specialise in the distribution of global economic financial data, articles and thought leadership platforms.About the roleAs a Customer Service Executive, you will support the Customer Service Manager the day to day running of 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.Key duties will include:

  • Work closely with our outsourced customer service partners to ensure the subscription services 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 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 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
  • Assist the Marketing Operations team with the development and integration of Salesforce within the marketing infrastructure
    • 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 focussed.
  • Excellent organisational skills and an ability to handle multiple projects, meeting deadlines through effective time management
  • Effective presentation of data using Excel and PowerPoint
    • Other information:Temp 3-6 month opportunityStart ASAP - no notice applicants onlyCrone Corkill is a service driven recruitment consultancy. Required skills
  • Brand
  • Budget Management
  • Budgets
  • Communication
  • Digital
  • Documentation
  • Integration
  • Key Performance Indicators
  • Marketing
  • Projects
  • Dealing
  • Customer Service Manager
  • Excel
  • Development
  • M
  • Improvements
  • KPIS
  • Industrial/ Manufacturing Engineer

    • Keyskills :
    Brand Budget Management Budgets Communication Digital Documentation Integration Key Perfmance Indicats Marketing Projects Dealing Customer Service Manager Excel Development M Improvements KPIS Industrial/ Manufacturing En

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