B2C Customer Service Executive

Who we are 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.

Across our three businesses
-The Economist, Economist Enterprise and Economist Education - 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.

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.

Want to discover more about life at The Economist Group? Follow @Economist Careers on Instagram to discover the people, stories and opportunities that make TEG unique.

The Economist Group is the leading source of analysis on international business and world affairs. We deliver our information through a range of formats, from newspapers and magazines to conferences and electronic services. What ties us together is the objectivity of our opinion, the originality of our insight and our advocacy of economic and political freedom around the world.

The Customer Service Executive will support the Customer Service Manager in the day-to-day running of The Economist 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. In this role you will be expected to:

Work closely with our outsourced customer service partners to ensure our subscription service 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 our 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 Economist’s 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

Travel to and work with our Customer Engagement Centres as required

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 focused

Excellent organisational skills and an ability to handle multiple projects, meeting deadlines through effective time management

Effective presentation of data using Excel and Powerpoint#LI-Hybrid Working Arrangements The majority of our roles operate on a hybrid working pattern, with 3+ days office attendance required. AI usage for your application

We are an innovative…