Customer Service Executive

Who we are

We are an organisation that exists to drive progress. That's the “red thread” that connects everyone at The Economist Group (TEG). Our businesses share a devotion to innovation, independence and rigour in their fields of expertise. We empower people to understand and tackle the critical challenges and changes facing the world. Our analytical rigour, global expertise and evidence-based insights enable individuals and organisations to make sense of these shifts and chart a course through them. 

We deliver analysis and insights in many formats to subscribers and businesses in 170 countries through our three businesses, The Economist, Economist Enterprise and Economist Education, which uphold our global reputation for excellence and integrity.

To provide an excellent service to potential customers and clients, ensuring all communications are handled professionally, within agreed timeframes and to the company's standards. Additionally, to be responsible for improving the commercial performance of the EIU's online store. This will include facilitating the renewal and acquisition of new business, identifying opportunities for upselling, converting pro forma orders, and onboarding new clients.

Key objectives:

(The following list of duties is not intended to be exhaustive but to give a clear indication of the range of tasks and responsibilities of the position.)

• Responding to all enquiries, timely and effectively and resolution of queries
• Prepare standard and non-standard correspondence
• Processing orders using relevant databases
• Updating and maintaining customer records – CRM & databases
• General administration and ad hoc duties to support the team
• Flexibility to assist within other departments should the need arise
• Promote new and renewal store orders
• Contact lapsed clients over possible winback opportunities on The EIU Store
• Support print customers conversion to online equivalent services 
• Provide analysis to marketing and commercial team in regards to response rate, pipeline etc
• Liaise with finance/legal and tax teams regarding official documentation
• To support print despatch fulfilment

Gaining product knowledge in order to service, promote and cross sell EIU products across all media.

Building and retaining excellent relationships with internal teams, including the Product, Sales, Marketing and research teams.

Freedom to act

• Manage workload, ensuring any enquiry/claim is followed through and completed within an acceptable timescale
• Using own initiative to ensure customer satisfaction and meeting company guidelines.
• Recommend new processes to improve service.
• To guide customers to purchase the products and services most relevant to their requirements.           

 Performance measures

• Customer enquiries are dealt with quickly and effectively. No enquirers are left with a poor impression of the EIU in terms of customer services.
• Keeping up to date with products and services.
• Maintaining the high quality and professional image of the Economist Intelligence Unit in all communications and dealings with customers.
• Ensuring telephones are covered during office hours
• Maintaining turnaround and providing a good quality of service
• Identifying areas for improving service levels and workloads
• Interaction with the marketing and sales teams regarding ad hoc queries
• Generating an increase in orders from new and repeat customers

 

Skills and capabilities profile

Education and Training	GCSE level or higher Customer Care
Previous work experience /Knowledge	Customer Service experience in similar environment dealing with ad hoc requests via telephone, correspondence, e-mail and web. Producing own correspondence with brand and tone considerations Sales experience in similar e-commerce and B2B environment
Key skills	Good communication and professionalism – verbal and written Processes and procedures involved with customer service Good organisation and time management skills and prioritization skills Commercial customer focus  Accurate keyboard skills Alphabetical and Numerical. Maintain professionalism whilst under pressure Strong attention to detail and problem-solving skills Focused Ability to develop innovative & creative solutions with a proactive mindset
IT	Proficient in Word & Excel Familiarity with G-Suite tools  Familiarity with CRM sales systems and IDE databases
Languages	Fluency in English is essential
Professional Attributes and Interpersonal Skills	Strong Customer Focus Team Player Committed to Quality Determination to Succeed Flexible Approach to Change Fluent and articulate Ability to use initiative Professional under pressure

#LI-Hybrid 

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Working Arrangements

The majority of our roles operate on a hybrid working pattern, with 3+ days office attendance required. 

AI usage for your application

We are an innovative organisation that encourages the use of technology. We recognise that candidates may utilise AI tools to support with their job application process. However, it is essential that all information you provide truthfully and accurately reflects your own experience, skills, and qualifications.

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What we offer

Our benefits package is designed to support your wellbeing, growth, and work-life balance. It includes a highly competitive pension or 401(k) plan, private health insurance, and 24/7 access to counselling and wellbeing resources through our Employee Assistance Program.

We also offer a range of lifestyle benefits, including our Work From Anywhere program, which allows you to work from any location where you have the legal right to do so for up to 25 days per year. In addition, we provide generous annual and parental leave, as well as dedicated days off for volunteering and even for moving home.

You will also be given free access to all The Economist content, including an online subscription, our range of apps, podcasts and more.