B2C Customer Service Executive

Overview

In this role you will support The Economist Customer Service to deliver consistently excellent service for subscribers. You will work with outsourced partners and internal teams to manage escalations, monitor KPIs, and improve processes. You help train staff and maintain clear policy documents and communications across channels. You will engage with product and operations to protect the subscriber experience and contribute to continuous service improvements in a global, data-driven context.

Pay / Benefits

• pension or 401(k)
• private health insurance
• Employee Assistance Program
• Work From Anywhere up to 25 days/year
• generous annual and parental leave
• free Economist content access

Responsibilities

• Collaborate with outsourced customer service partners to exceed subscriber expectations
• Serve as first point of contact for escalated issues and complaints
• Coordinate proactive issue management with the Product team for digital subscribers
• Ensure customer-facing staff have training, tools and information
• Maintain policy guidelines, process docs, call scripts and FAQs
• Monitor key customer service performance indicators and SLA compliance
• Support reporting on SLA performance, customer satisfaction and NPS
• Facilitate fast routing of customer feedback and queries to appropriate channels
• Assist with budgeting and expenditure for customer service
• Work with Customer Operations to expand e-care and self-serve options
• Occasional travel to Customer Engagement Centres
• Hybrid working arrangement (3+ days in office)

Key requirements

• Experience in a customer service centre or in managing customer processes and communications
• Experience with customer-facing technology
• Proven ability to write high-standard documents, policies or communications
• Excellent written and verbal communication skills
• Knowledge of Salesforce (preferred)
• Strong interpersonal and customer service skills
• Detail-oriented with a results-driven approach
• Excellent organisational skills and ability to manage multiple projects and deadlines
• Proficient in Excel and PowerPoint

• Excellent interpersonal and customer service skills
• Strong written and verbal communication
• Detail-oriented and deadline-driven
• Salesforce
• Excel
• PowerPoint

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