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 findan 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 challene, 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.

 

About the role:

 

The Customer Care Associate is a vital link between our company and current and prospective customers. This role is dedicated to delivering outstanding service, resolving inquiries efficiently, and encouraging positive relationships with our valued customer base. The associate is expected to excel in multi-channel communication, ensuring a detailed and satisfying customer experience at every touchpoint

 

Responsibilities:

• Resolves customer concerns by clarifying issues, researching, investigating and providing flawless and prompt customer support using different platforms.
• Responds to incoming cancellation requests and employ persuasion techniques to encourage customers to maintain their subscriptions. This is achieved by highlighting the product benefits and applying relevant discounts through various platforms as deemed vital.
• Engages prospective subscribers who express interest in the company's product, strategically conveying information about the company's offerings and services through diverse communication channels.
• Handles and processes campaign leads received from the generated queues, including but not limited to subscription renewal.
• Gives to team performance goals by accomplishing individual targets, SLAs, metrics, KPIs, etc.
• Keeps team leader advised by reporting activities relating to the role and advancing customer concerns when vital.
• Participate in and perform special tasks and projects that may be assigned from time to time.
• Escalate sophisticated issues to appropriate teams or team leaders, ensuring prompt resolution and customer satisfaction.
• Responsible for safeguarding customer data by adhering to established protocols, industry standards, and relevant legal regulations. Ensures the secure handling, and storage of customer information, maintaining strict confidentiality and actively participating in ongoing compliance efforts.
• Ensure continuous enhancement of knowledge and skills regarding tools and product services through active participation in up training, retraining, and cross-skilling initiatives as required.

 

Qualifications: 

• Effective Communication: Demonstrates the ability to communicate clearly and persuasively, adapting to the audience and content for maximum understanding.
• Customer Focus: Identifies and meets client needs, going above and beyond where possible.
• Attention to Detail: Ensures thoroughness and accuracy in all tasks, paying close attention to all facets of work.
• Results-Oriented: Aims to achieve goals and deliver high-quality work within deadlines, efficiently and optimally.
• Integrity: Maintains confidentiality and adheres to ethical standards, policies, and procedures.
• Collaboration: Works cohesively with team members across departments and borders, fostering a network of relationships that benefit the organisation.
• Initiative: Seeks out new opportunities for improvement, suggests innovations, and takes proactive steps beyond the standard requirements.
• Adaptability: Adjusts optimally to new situations and changing priorities, embracing diverse challenges and environments.
• Customer-Centric: We put the customer at the heart of everything we do, going above and beyond to deliver the gold-standard service our customers expect and deserve.
• Collaborative: We believe in the power of individuals and teams working together across different roles and responsibilities in a respectful and open minded way so that we can deliver the best customer outcomes.
• Accountable: We act with integrity, whilst taking ownership for our performance and personal growth, to ensure that we give our best to both customers and colleagues.
• Resilient: We are adaptable, flexible and brave, maintaining a positive attitude during times of challenge and change, so that we can respond to the needs of our customers and the FT.
• Effective: We are creative and productive whilst remaining focused on our goals with a result driven approach so that we deliver the right outcomes for our customers and for the FT.

 

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), health coverage (medical, dental & vision insurance), 401k and company match, enhanced family leave packages, 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 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 contact a member of our HR team who will be happy to help.