Customer Care Executive

**About Us**

Across the FT Group, our people are united by a mission to deliver world-class information, news and services to our global audiences.
We're a digital-first organisation made up of journalists, technologists, product managers, event planners, strategists, commercial and finance experts, marketing and communications specialists - and much more.
Our strength is in our employees.
**Our commitment to diversity and inclusion in the workplace**

At the FT, we aim for employees across all regions to have 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 and have the flexibility they need to meet their personal needs.
We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.
**Key Responsibilities**
- Resolves customer concerns by clarifying issues, researching, investigating and providing seamless customer support using different platforms.
- Responds to incoming requests for cancellation of services and persuade customers to continue their subscription by providing the benefits of the product and discounts as applicable using different platforms as necessary.
- Attracts potential subscribers who inquire about the product of the company by effectively communicating the company products and services using different platforms.
- Handles and processes campaign leads received from the generated queues including but not limited to subscription renewal, payment failure, payment reminder and customer winback thru different platforms.
- Contributes to team performance goals by accomplishing individual targets, SLAs, metrics, KPIs, etc.
- Keeps team leader informed by reporting activities relating to the role and escalating customer concerns as necessary.
- Maintains customer relationship management system by documenting and updating customer interactions.
- Refers unresolved customer concerns or special requests to designated department or team for proper handling.
- Participate in and perform special tasks and projects that may be assigned from time to time.
**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), medical cover, enhanced maternity & paternity packages, subsidised gym memberships and Giving Back opportunities.
Full details of our benefits can be found here.
**Further Information**

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