Customer Care Associate

About Us

The FT has an uncompromising mission: delivering independent, quality information, news and services to individuals and companies around the globe. It’s the cornerstone of our reputation and the heart of our ambitions for the future. But for our people, the FT offers so much more than what we do. FT people come from all kinds of backgrounds and work across a huge range of disciplines and locations, and find an empowering, warm and welcoming culture that values curiosity and rewards smart, ambitious thinking. Those who are willing to unite around our mission and live our values will find plenty to challenge, inspire and interest them. Like the audiences we serve, no two FT people are the same; but together we help our audience be better informed and understand the world around them. It’s a job that’s never mattered more, and a career that can take you anywhere you want to go.

Our commitment to diversity and inclusion in the workplace

At the FT, we give all employees a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.

Job Purpose

This role serves as the liaison between the company and existing and potential customers. This role is responsible for resolving customer issues, complaints, and inquiries with the goal of keeping customer satisfaction the topmost priority. This role also supports FT subscribers thru working on campaign leads such as Renewal, Payment Reminder, Payment Failure and Winback.

Main Duties and Responsibilities

• Resolves customer concerns by clarifying issues, researching, investigating and providing seamless customer support using different platforms.
• 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.
• Handles and processes campaign leads received from the generated queues including but not limited to subscription renewal, payment failure, payment reminder and customer winback thru different platforms.
• Contributes to team performance goals by accomplishing individual targets, SLAs, metrics, KPIs, etc.
• Keeps team leader 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.
• Participate in and perform special tasks and projects that may be assigned from time to time.

Person Specification

Formal Education and/or Certification: Candidate must possess at least Vocational/Bachelor's/College Degree level, any field

Core Competencies:

• Effective Communication - Ability to convey clear and convincing oral and written communication to individuals or groups effectively taking into account the audience and nature of the information being presented.
• Customer Focus - Ability to make efforts to discover the client's needs and requirements and to take the required actions to meet these needs effectively and above client's expectations.
• Attention to Detail - Thorough in accomplishing a task with concern for all the areas involved no matter how small.
• Results-Oriented - Ability to focus on achieving goals and delivering high-quality work/assignment within the stipulated period with minimum effort and maximum results.

What’s in it for you? Our Benefits

Our benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include; generous annual leave allowances, flexible working (including working from home), medical cover, enhanced maternity & paternity packages, subsidised gym memberships and Giving Back opportunities. Full details of our benefits can be found here.

Further Information

The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We have implemented a hybrid working model and we also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements, or have any questions, please send an email to talent@ft.com and a member of our team will be happy to help.

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