Customer Experience Executive

Description:

We are looking for a talented individual to join our Customer Experience Team on a temporary, full-time basis. The customer is at the heart of everything we do. We aim to provide an excellent customer experience to our print and digital subscribers over different channels, dealing with high volumes of calls, emails, webchats and mail. The core of the role is to be an ambassador for our well-renowned and much-loved brands. Our team are experts in our titles, subscription offers and system management so that we can provide gold standard customer service.

If you are quick to learn, enthusiastic and enjoy working in customer focussed role as part of a team, then we’d love to hear from you.

Key Responsibilities:

• Answering high volumes of calls, emails and webchat proficiently
• Being an ambassador for our brands and titles
• Operating a variety of systems and completing admin processes accurately
• Problem solving to resolve complex customer queries
• Precise and prompt data entry
• Liaising with internal and external stakeholders to resolve issues
• Undertaking admin tasks relating to the sales process
• Working as part of a small team to assist customers and support each other

Key Measurables in the Role:

• Customer Satisfaction (internal & external)
• Call statistics on volume of inbound / outbound telephone calls
• Upsell/Cross sell/Customer retention statistics
• Revenues and Subscriptions Volumes
• Quality Assurance

Experience You Will Bring to the Role

• High standard of English, both written and verbal
• Polite and professional telephone manner
• Accurate data entry
• An engaged and dedicated approach
• Desire for continuous self-development within the role
• The ability to learn new systems and understand complex business processes
• Ability to build relationships with customers and colleagues
• Background in customer service experience is desirable