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Despatch/Customer Service Executive

Employer
The Economist Group
Location
London (Greater)
Salary
£Competitive
Closing date
16 Aug 2019

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Job Details

To provide a first class service to customers, ensuring all calls and correspondence are handled professionally, within agreed timescales and to standards set by the Company.  To manage the stock control and despatch of EIU reports.

Accountabilities

How you will contribute:

  • Responding to all inbound enquiries (telephone/phone, fax, e-mail etc) relating to Economist Intelligence Unit products and services
  • Makeoutbound calls wherever appropriate as a result to an enquiry either by telephone or correspondence
  • To contact customers regarding their orders and/or payments when instructions are ambiguous
  • Resolution of queries
  • Prepare standard and non-standard correspondence
  • Processing of online orders using relevant database
  • Updating customer records
  • General administration and ad hoc duties to support the team
  • Flexibility to assist within other departments should the need arise
  • Identify potential sales leads to pass on to the Sales teams
  • Gaining product knowledge in order to service, promote and cross sell Economist Intelligence Unit products across all media
  • Building and retaining excellent relationships with internal teams, including the digital, Sales, Marketing and Editorial teams
  • To stock and manage reports
  • To dispatch back issues and subscription copies
  • To record dispatch information for monitoring and customer service enquires
  • To produce DHL documentation

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
  • To advise on reprint and stock issues

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
  • To ensure reports are dispatched in a timely manner through documentation

Experience, skills and professional attributes

The desirable skills for this role include: 

  • GCSE level
  • Customer Care
  • Call centre experience
  • Customer Service experience in similar environment dealing with ad hoc requests via telephone, correspondence, e-mail and fax.
  • Producing own correspondence
  • Good telephone manner
  • Good writing skills
  • Processes and procedures involved with customer service
  • Strong customer focus
  • Good communication and professionalism – verbally and literacy
  • Articulate
  • Accurate keyboard skills Alphabetical and Numerical.
  • Maintain professionalism whilst under pressure
  • Proactive approach to problem solving
  • Good organisational skills
  • The ability to work quickly and accurately in Excel, Word. PowerPoint is an advantage
  • Strong Customer Focus
  • Team Player
  • Determination to Succeed
  • Flexible Approach to Change
  • Fluent and articulate
  • Ability to use initiative

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If this role matches your skills, experience and motivations then please submit your CV with a covering note identifying why you feel you would be a great addition to the team along with your salary expectations.

In return, we provide a supportive and progressive environment with a wide range of opportunities for you to grow both personally and professionally. 

The Economist Group values diversity. We are committed to equal opportunities and creating an inclusive environment for all our employees. We welcome applicants regardless of ethnic origin, national origin, gender, race, colour, religious beliefs, disability, sexual orientation or age.

Company

The Economist Group is the leading source of analysis on international business and world affairs. We deliver our information through a range of formats, from newspapers and magazines to conferences and electronic services. What ties us together is the objectivity of our opinion, the originality of our insight, and our promotion of economic and political freedom around the world.
 

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