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Brief summary of role : This role is responsible for protecting and growing revenue through the sale of products and services to prospects and existing customers across the globe.
This will be achieved by converting inbound leads into new sales, up-selling or saving customers who wish to cancel by understanding their needs and convincing them to remain as customers by re-
selling the value of our products and services. In addition, you will be responsible for contributing to an increase in retention rates and minimise revenue loss by handling outbound payment recovery campaigns.
You will ensure that every customer / interaction leaves a professional impression of our company through the provision of a high level of customer service and a great customer experience.
In this role you’ll be expected to :
Categorize cases in all queues depending with the urgency
Load all campaigns as required every start of week
Ensure Service Level Agreements are consistently met
Manage customer's expectations and provide a seamless customer experience
Exhibit Financial Times Customer Service core values and principles
Meet or exceed weekly, monthly and annual sales targets
Maintain and demonstrate an in-depth understanding of our products, content and solutions
Master the product and solution to become an expert in order to be able to highlight features and benefits that will match the customer’s needs.
Be able to confidently and clearly articulate our value proposition.
Be able to handle and respond to new sales leads and retention opportunities efficiently and effectively via multiple channels such as email, voice and web chat
Record all interactions and outcomes on our CRM system and adhere to appropriate policies and procedures such as PCI compliance
Report regularly to your Team Leader on all activities relating to the role
Participate in and perform special tasks and projects that may be assigned.
You'll bring to the role : Essential
At least 2 years experience in Sales. Acquisition, Customer Retention or Customer Service with Up-sell and Cross -Sell metrics
High standard of oral and written communication in English
Ability to confidently engage with customers and prospects over the phone
Effective listening skills
Ability to demonstrate good empathy skills
Attention to detail and accuracy
Ability to manage own workload
Pro-active approach to process improvement
Strong probing and objection handling skills
Passion and enthusiasm
Experience in handling credit card or processing orders using credit cards.
Exposure and good understanding of Customer Engagement and Consultative Selling.
Have drive, passion and an enthusiasm to become part of an exciting team delivering solutions to our growing subscriber customer base.
Amenable to work on a shifting schedule