Customer Service 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 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.

 

About the role:

 

The Customer Service Associate role combines professional and efficient customer support, sales lead management, billing, payment processing, and customer success initiatives to ensure a seamless client experience.

 

Responsibilities:

Customer Support:

• Respond promptly and accurately to internal and external inquiries, including user access, user list modifications, usage statistics, technical issues, complaints, and data collection.
• Ensure timely resolution of all concerns to uphold service excellence.

Billing and Collections:

• Investigate and process payments for aged debt accounts to ensure accurate collections.
• Proactively close accounts once all payments are collected.

Client Engagement and Retention:

• Proactively reach out to existing clients to:
  • Foster a positive customer experience.
  • Assist with contract renewals and improve retention rates.
  • Gather and analyze customer feedback for continuous improvement.
  • Promote relevant products and services to align with client needs.

Special Tasks and Projects:

• Participate in and manage special assignments or projects as needed to support organizational goals and client satisfaction.

Qualifications:

• At least six (6) months of experience in customer service or collections, ideally within a multinational or shared services environment.
• Strong communication and interpersonal skills to build rapport with clients.
• Exceptional problem-solving abilities and attention to detail.
• Proficiency in managing multiple tasks and prioritizing effectively.
• Knowledge of billing processes and customer engagement strategies is an advantage.

 

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.