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Customer Service Executive,EIU,London

Customer Service Executive,EIU,London

ID 
2018-4606
Job Locations 
United Kingdom-London
Function  
Customer Service/Support

More information about this job

Introduction

EIU logo

 

As the research and analysis division of the Economist Group, The Economist Intelligence Unit (EIU) helps leaders prepare for opportunity, enabling them to act with confidence when making strategic decisions. The EIU is the global standard in providing quality, actionable intelligence to the public and private sector. The Country Analysis division is organised by geographical region and is responsible for providing forecasts, reports and analysis for more than 200 countries.

 

We are currently recruiting a Customer Service Executive to provide a first class service to customers, ensuring all calls and correspondence are handled professionally, within agreed timescales and to standards set by the Company.

Accountabilities

In this role you will be expected to:

  • Respond to all inbound enquiries (telephone/phone, fax, e-mail etc) relating to Economist Intelligence Unit products and services
  • Make outbound calls wherever appropriate as a result to an enquiry either by telephone or correspondence
  • Contact customers regarding their orders and/or payments when instructions are ambiguous
  • Resolve of queries
  • Prepare standard and non-standard correspondence
  • Process orders using relevant databases
  • Promote store sales new and renewal, through standard processes
  • Update customer records
  • Sort work for processing, filing, general administration and ad hoc duties to support the department
  • Assist within other departments should the need arise.
  • Identify potential sales leads to pass on to the Publishing Sales team
  • Gain product knowledge in order to service, promote and cross sell Economist Intelligence Unit products across all media
  • Build and retain excellent relationships with internal teams, including the Customer Service, Publishing Sales and Editorial teams
  • Manage workload, ensuring any enquiry/claim is followed through and completed within an acceptable timescale
  • Use own initiative to ensure customer satisfaction and meeting company guidelines
  • Recommend new processes to improve service
  • Guide customers to purchase the products and services most relevant to their requirements           

 

Experience, skills and professional attributes

To succeed in this role you must be able to demonstrate:

  • Previous customer service experience in a similar environment
  • Proficiency in Word and Excel
  • Fluency in English, another language is desirable
  • That you have strong Customer Focus skills
  • That you are a team Player
  • Commitment to Quality
  • Determination to Succeed
  • Flexible Approach to Change
  • Ability to use initiative
  • That you are a natural relationship builder
  • A sense of ownership