Customer Service Executive
Quick answer
The Economist Group is hiring a Customer Service Executive in London, working on-site, to support the Customer Service Manager and handle customer service operations, with a hybrid work schedule and no specified compensation.
- Role
- Customer Service Executive
- Organization
- The Economist Group
- Location
- London - Commercial
- Work setup
- Hybrid
- Level
- Entry
- Category
- Other
The role
The Customer Service Executive will support the Customer Service Manager in the day-to-day running of The Economist Customer Service provision, dealing with escalations, reporting on KPIs and Service Levels, assisting training and quality, documenting and delivering processes and providing escalation support to our third party contact centres.
What you'll do
- Work closely with our outsourced customer service partners to ensure our subscription service consistently exceeds customer expectations
- Act as the first point of contact for all aspects of customer service, addressing escalated customer service complaints and effectively communicating emergent issues
- Work with the Product team to ensure proactive issue management of technical problems and minimising the impact on our digital subscribers
- Ensure all customer facing staff have the necessary training, tools and information to efficiently manage customer queries
- Maintain customer service policy guidelines and process documentation
- Support the Customer Service Manager in reporting SLA performance, customer satisfaction and net promoter scores
What it takes
- Experience working in a customer service centre or managing customer processes and communications
- Experience working with customer-facing technology
- Experience writing documents, policies or communications to an exceptionally high standard
- Excellent written and verbal communication skills
- Ideally, some knowledge of the Salesforce system
- Excellent interpersonal and customer service skills
What you'll bring
How we treat you
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.
Frequently asked questions
Where is the job located?
The job is located in London, on-site.
What is the compensation?
The compensation is not specified.
What are the key qualifications required?
Key qualifications include experience in customer service, customer-facing technology, and writing documents to an exceptionally high standard.
How do I apply?
You can apply now on the job posting page.
How to apply
Apply directly on The Economist Group's site. We link straight through — no resume parsing, no profile to fill out.
This listing is aggregated from a third-party source and its summary may be auto-generated, so details can be inaccurate or out of date. ForGood is not the employer and is not liable for the content — please verify everything on The Economist Group's official posting before applying.