Customer Experience Executive
THE FINANCIAL TIMES LTD
Hong Kong
15天前

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JOB PURPOSE :

This role is responsible for providing customer service and fulfillment of FT newspaper / bundled subscriptions. This role will also involve working closely with Managers in ensuring targets are reached.

MAIN DUTIES AND RESPONSIBILITIES :

  • Resolves customer concerns by clarifying issues, researching, investigating and providing seamless customer support using different platforms.
  • Keeps managers informed by reporting activities relating to the role and escalating customer concerns as necessary.
  • Maintains customer relationship management system by documenting and updating customer interactions.
  • Refers unresolved customer concerns or special requests to designated department or team for proper handling.
  • Contributes to team performance goals by accomplishing individual targets, SLAs, metrics, KPIs, etc. working closely with Manager on maintaining performance monitoring (QA audits) and coaching.
  • Responds to incoming requests for cancellation of services and persuade customers to continue their subscription by providing the benefits of the product and discounts as applicable using different platforms as necessary.
  • Attracts potential subscribers who inquire about the product of the company by effectively communicating the company products and services using different platforms.
  • Participate in and perform special tasks and projects that may be assigned from time to time.
  • Core Competencies :

  • Effective Communication - Ability to convey clear and convincing verbal and written communication to individuals or groups effectively taking into account the audience and nature of information being presented.
  • Customer Focus Demonstrates initiative to address customer needs and requirements, taking action to meet these needs effectively and going above customer expectations.
  • Attention to Detail - Thorough in accomplishing a task with concern for all areas involved, no matter how small.
  • Results-Oriented - Ability to focus on achieving goals and delivering high quality work / assignments within the stipulated period with minimum effort and maximum results.
  • Problem Solving Ability to identify problems; determine accuracy and relevance of information; use sound judgement to generate and evaluate alternatives and make recommendations.
  • Team Work Interacts with people effectively, able to collaborate with other support groups to follow up on the resolution of key issues affecting customer service, supports group decisions and puts group goals ahead of own goals.
  • Adaptability Able to effectively deal with change and diverse people and adapts to changing work environments, work priorities and organizational needs.
  • Motivation Displays energy and enthusiasm in approaching the job and able to serve as a positive influence to teammates and maintains a high level of productivity and self-direction.
  • Integrity Share complete and accurate information, maintains confidentiality and adheres to organizational policies and procedures.
  • Initiative Generates ideas for improvement, takes advantage of opportunities, suggests innovations, does more than required, and takes action to influence events.
  • Stress Tolerance Displays emotional resilience and the ability to withstand pressure on an ongoing basis, deals with difficult situations while maintaining performance and seeks support from others appropriately when necessary.
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