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.
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.
About the role: This role is responsible for providing professional and efficient customer support including Sales Leads, Billing, processing of payments, and Customer Success for all F.T. Specialist Inc. clients.
Key Responsibilities:
- Customer Service: Provide immediate and accurate customer support for all internal and external requests.
- Contribute to special tasks and projects as assigned, demonstrating adaptability and collaboration.
- Investigate and process payments related to aged debt accounts, ensuring timely resolution and account closure.
- Process and manage customer payments, including credit card transactions.
- Conduct invoice follow-ups to ensure timely collections and resolve outstanding balances.
- Complete and maintain vendor forms in compliance with company and client requirements.
Client Success:
- Customer Onboarding: Guide new clients through setup and ensure a smooth transition into services.
- Ensure clients maximize the value of their subscriptions through ongoing support and best practice recommendations.
- Regularly connect with clients to review satisfaction, usage, and opportunities for improvement.
- Promote related products and services.
- Identify client requirements and implement effective solutions.
- Anticipate client needs and provide tailored guidance before issues arise.
- Assisting Renewals and driving retention.
Qualification:
- Graduate of Bachelor's Degree in any four-year course.
- A minimum of six (6) months of professional experience in customer service, with a focus on call and email support or collections.
Core Competencies:
- Customer Focus: Ability to make efforts to discover the client's needs and requirements.
- Attention to Detail: Thorough in accomplishing a task with concern for all the areas involved.
- Analytical Thinking: Ability to break down raw information and undefined problems into specific, workable components.
- Problem Solving: Ability to identify problems; determine accuracy and relevance of information.
- Effective Communication: Ability to convey clear and convincing oral and written communication.
- Teamwork: Ability to cooperate and collaborate with colleagues as appropriate.
The FT is committed to providing an inclusive working environment for all. We are an equal opportunities 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.