Customer Care Associate

Description:

This role offers an opportunity to candidates of any background to join a global media brand in an expanding digital age.

As a Customer Care Associate, you will respond to all inbound queries/requests from our subscribers across different channels. We will provide training for you to become a subject matter expert on FT content and platforms. Upon passing the probationary period, we’ll continue to enhance your skills and provide time dedicated to your personal development.

Our goal is to empower you to engage in personalised conversations with subscribers.

Our mission is to engage and retain our customers with FT products and services by delivering outstanding customer care 100% of the time.

Your journey begins in our Contact Centre, but you'll communicate with other teams within Customer Care, to ensure we always meet our customers' needs.

Key Responsibilities Within This Role
 

• You will act as a FT ambassador, representing our values and upholding our mission.
• Communicating with all subscriber types, through phone, live chat and email.
• Taking ownership of subscriber issues, pursuing and ensuring resolution whilst keeping subscribers informed.
• Meeting or beating personal CSAT, QA, cancellation save and contact quota targets, and being recognised and rewarded for your achievements.
• Keeping to correct procedures and processes to ensure that customer data is secure and that the FT acts in their best interests.
• Contributing to internal initiatives to continuously improve team performance.
• Working full-time, and in shifts (Monday-Friday between 7:00 - 18:00, Saturday 8:00-13:00).
• You must be willing to work some Saturdays and Bank Holidays.
• Hybrid work (expected 2-3 days in the office).