Job Description

INTRODUCTIONEuromoney is one of the most recognised and reputed brands within banking globally. Euromoney provides unique insights into the institutions and personalities that shape banking and drive global markets. With unrivalled access to senior bank management, it has covered every aspect of the industry's development worldwide for the last 50 years.
The quality of our analysis is reflected by the prestige and trust in which our awards and benchmarking programmes are held across the financial services industry. The banks use our products to differentiate themselves from their competitors. Forming a key part of a Bank's business development, IR & PR strategy. Helping them attract new clients, new investors and/or new talent to their banks.JOB PURPOSEThe Customer Operations Executive will provide task-based customer support for Euromoney, primarily but not exclusively for subscriptions. Onboarding new customers, driving engagement ensuring the highest level or renewal rate. The successful candidate will also be responsible for supporting the engagement, research, marketing, sales and awards operations teams for any customer facing tasks that may be required. Ultimately, this person will manage all inbound requests from customers and internal employees to deliver an exceptional customer service experience.
Principal ResponsibilitiesEnsuring the highest-level customer service four a clients
Working with the domain heads to grow audiences in each vertical
Guide new subscribers through the initial stages of their from activating their login details to selecting and receiving newsletter(s).
Conduct regular account health check-ups (monthly) to evaluate customer engagement and feedback
Identifying opportunities for service and product development, as well as account growth by adding new users.
Effectively identify and resolve customer issues and connect them with relevant internal contacts.
Managing individual legacy subscriptions renewals and processing new subscriptions
Provide customer support for awards teams when appropriate and help onsite
Work with the marketing to develop and implement onboarding and engagement processes
Accurately report and forecast engagement on a regular and ongoing basis
Responding to inquiries via e-mail, telephone, and video calls, and providing clear and concise responses in a timely manner
Manage subscription support enquiries through Salesforce Cases for Euromoney, owning the Case to resolution by delivering exceptional customer service
Engage with legacy customers/agencies to validate and acquire correct billing contact information to ensure accuracy in Salesforce.
Liaise between Sales teams and the Portal Team to help with customer onboarding requirements.Knowledge, Experience and SkillsExperience in a customer services or customer facing administrative environment
Able to work with minimum supervision to strict deadlines and remain calm under pressure
Competent in processing large amounts of data quickly and accurately
Proven ability to work well within a team
Exceptional attention to detail
Excellent and confident communicator to both an internal and external audience in oral and written communication
Strong multi-tasking and prioritisation skills and able to work on several projects simultaneously
Salesforce experienceBehavioural CompetenciesWork well under pressure and to deadlines
Customer first approach
Fast learner
Attention to detail
Time management
Able to seek out and suggest improvements to ways of working

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