Customer Service Executive — Hybrid & Global Subscriptions

The Economist Group; Greater London; Hybrid; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Pension

Private health insurance

Work From Anywhere program

Volunteer days

Free The Economist content

Job summary

The Economist Group is seeking a Customer Service Executive to support daily operations, manage escalations, and partner with outsourced centres to deliver exceptional subscriber service. You will help maintain policies, train staff, and monitor performance against SLAs and customer satisfaction metrics.

You will work within a hybrid structure, coordinating with Product and Customer Operations teams to mitigate issues and enhance self-serve options.

Qualifications

• Experience working in a customer service centre or managing customer processes and communications.
• Excellent written and verbal communication skills.
• Experience with customer-facing technology and documenting policies or communications to high standards.
• Excellent organisational skills and ability to handle multiple projects and meet deadlines.

Responsibilities

• Act as the first point of contact for all aspects of customer service and manage escalated complaints.
• Collaborate with outsourced customer service partners to ensure subscription service exceeds expectations.
• Work with Product team to proactively manage technical issues affecting digital subscribers.
• Ensure training, tools and information are available to staff to handle queries efficiently.
• Maintain customer service policy guidelines and process documentation.
• Monitor key customer service performance indicators and report on SLA, satisfaction and NPS.
• Support customer feedback channels and drive improvements to processes and communications.
• Assist in managing customer service budgets and expenditure.

Skills

Customer service experience

Excellent communication

Multi-project management

Data analysis

Tools

Salesforce

Excel

PowerPoint

Job description

The Economist Group is seeking a Customer Service Executive to support daily operations, manage escalations, and partner with outsourced centres to deliver exceptional subscriber service. You will help maintain policies, train staff, and monitor performance against SLAs and customer satisfaction metrics.

You will work within a hybrid structure, coordinating with Product and Customer Operations teams to mitigate issues and enhance self-serve options.