Customer Care Associate

About us:

The FT has an uncompromising mission: delivering independent, quality information, news and services to individuals and companies around the globe. It’s the cornerstone of our reputation and the heart of our ambitions for the future. But for our people, the FT offers so much more than what we do. FT people come from all kinds of backgrounds and work across a huge range of disciplines and locations, and find an empowering, warm and welcoming culture that values curiosity and rewards smart, ambitious thinking. Those who are willing to unite around our mission and live our values will find plenty to challenge, inspire and interest them. Like the audiences we serve, no two FT people are the same; but together, we help our audience be better informed and understand the world around them. It’s a job that’s never mattered more, and a career that can take you anywhere you want to go.

Our commitment to diversity and inclusion in the workplace:

At the FT, we give all employees 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. We'll continue to remove barriers for all, and in particular, barriers facing employees from underrepresented groups.

About the role:

The Customer Care Associate is a vital link between our company and current and prospective customers. This role is dedicated to delivering exceptional service, resolving inquiries efficiently, and fostering positive relationships with our valued customer base. The associate is expected to excel in multi-channel communication, ensuring a seamless and satisfying customer experience at every touchpoint.

Responsibilities:

• Customer Inquiry Resolution: Address customer concerns by clarifying issues, conducting thorough research and investigation, and providing seamless, prompt support across various platforms.
• Subscription Retention: Handle incoming cancellation requests with persuasive techniques to retain customers, highlighting product benefits and offering relevant discounts as necessary.
• Subscriber Engagement: Proactively engage prospective subscribers, effectively communicating the value and services of the company’s offerings across diverse communication channels.
• Reporting and Escalation: Keep the team leader informed of progress and escalate customer concerns or complex issues to the appropriate teams for prompt resolution and customer satisfaction.
• Data Protection: Adhere to protocols and legal regulations for the secure handling and storage of customer information, ensuring confidentiality and compliance.
• Continuous Learning: Enhance knowledge and skills related to tools and product services through active engagement in training and development initiatives.
• Lead Management: Process campaign leads for subscription renewals and other promotional activities, ensuring timely and efficient follow-up.
• Special Assignments: Participate in and undertake special tasks and projects as assigned.

Core competencies:

• Effective Communication: Demonstrates the ability to communicate clearly and persuasively, adapting to the audience and content for maximum understanding.
• Customer Focus: Identifies and meets client needs, exceeding expectations where possible.
• Attention to Detail: Ensures thoroughness and accuracy in all tasks, paying close attention to all facets of work.
• Results-Oriented: Aims to achieve goals and deliver high-quality work within deadlines, efficiently and effectively.
• Integrity: Maintains confidentiality and adheres to ethical standards, policies, and procedures.
• Collaboration: Works cohesively with team members across departments and borders, fostering a network of relationships that benefit the organisation.
• Initiative: Seeks out new opportunities for improvement, suggests innovations, and takes proactive steps beyond the standard requirements.
• Adaptability: Adjusts effectively to new situations and changing priorities, embracing diverse challenges and environments.

Customer care values:

• Customer-Centric: We put the customer at the heart of everything we do, going above and beyond to deliver the gold-standard service our customers expect and deserve.
• Collaborative: We believe in the power of individuals and teams working together across different roles and responsibilities in a respectful and open-minded way so that we can deliver the best customer outcomes.
• Accountable: We act with integrity, whilst taking responsibility for our performance and personal growth, to ensure that we give our best to both customers and colleagues.
• Resilient: We are adaptable, flexible and brave, maintaining a positive attitude during times of challenge and change, so that we can respond to the needs of our customers and the FT.
• Effective: We are creative and productive whilst remaining focused on our goals with a results-driven approach so that we deliver the right outcomes for our customers and for the FT. 

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), health coverage (medical, dental & vision insurance), 401k and company match, enhanced family leave packages, and Giving Back opportunities. Full details of our benefits can be found here. 

Further information:

The FT is committed to providing an inclusive working environment for all. We are an equal opportunity employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, please contact a member of our HR team who will be happy to help.