We are seeking a Subscriptions Administrator to lead the administration and support function for our customer subscriptions.
If you have strong attention to detail and like to provide the best customer support possible, read on!
Reporting to the Senior Manager, Direct Audience Revenue, you will have a strong background in administration and customer support, with direct experience in handling customers inquiries.
You will also be comfortable engaging with past subscribers and selling them new subscription offers.
Duties and responsibilities
Work with the Senior Manager, Direct Audience Revenue, to provide a customer support experience that is second to none.
Respond to all customer inquiries promptly and efficiently, meeting the internal response time KPI’s.
Create helpdesk and FAQ documentation.
Respond to customer enquiries utilising phone, email, live chat.
Inputting manual subscription orders .
Manual credit card processing.
Cancellation and refunds processing.
Circulation management (orders for printers).
Customer reactivation (phone-based, reaching out to past subscribers) .
Working with the accounts team to assist with invoicing enquiries.
Work with the Direct Audience Revenue team members and provide customer feedback that can help improve the product.
Provide suggestions to improve the admin and support function so customer needs are met more efficiently.
Ability to thrive in a fast-paced, entrepreneurial, high-energy environment that requires the ability to multi-task.
Strong numerical skills
5+ years of administrative support experience.Excellent written and verbal English.
Experience with online live chat tools.
Experience with online management tools that assist in customer support.
Experience with handling online customer payments and invoicing.