There is no single type of person whom we employ at the FT; our strength is in our employees, from all different backgrounds, united by a passion for delivering compelling, smart journalism.
Visit the FT Careers site for more information on our esteemed Editorial and Technology Graduate Schemes, Benefits, Learning & Development, and Life at the FT.
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.