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Role Overview:
The Customer Support Executive is ideal for a recent graduate, school leaver or experienced administrative/support professional looking to join an International Research Company, where they will be primarily responsible for supporting our customers with their online queries regarding content and purchasing of reports and the facilitations of leads for sales teams.
The Customer Support Executive’s role is to contribute to the team’s work of driving brand awareness and online revenue, specifically focusing on assisting visitors to the site, answering questions on our products and services and increasing conversion rates. If you see yourself as a great communicator who is tenacious and customer focused then this could be the role for you.
Support is primarily delivered through direct communication with our clients in real time and by email. Customer Support Executives are required to be become experts on the complete product portfolio, have excellent communication skills and a helpful nature, when answering a wide range of often complex questions from business leaders, prospective clients and visitors to the website.
The successful candidate will be part of an international team across three key time zone locations (APAC, EMEAI, Americas) that allows Euromonitor to offer our clients 24 support.
Key responsibilities:
- Real time online client and order support, answering client questions on Euromonitor International’s products, services and methodology.
- Assisting with client queries, making suggestions for purchases and solving any issues related to purchasing.
- Liaising with industry research teams with questions or feedback as necessary.
- Online order processing and facilitation of order completion.
- Monitoring incoming queries and providing support.
- Updating Salesforce in regards to all client engagement.
- Contributing to an internal knowledge base of frequently asked questions, both research and purchasing related.
- Identifying potential for opportunities and lead generation.
- Min 1-2 years of working experience, preferably in customer support roles
- Excellent communication skills
- Customer service experience
- Ability to identify customer requirements and identify suitable products to meet their needs
- Fluent written and spoken English, with additional languages an advantage
- Experience working with Microsoft O365 products
- Good organisational and time management skills
- Tenacity and keen attention to detail
- Ability to work under pressure and prioritise workloads
- Degree level education
- Experience of website administration an advantage
International: not only do we have a very multinational workforce in each office, dealing with our 16 offices worldwide daily. With 16 offices globally there are regular opportunities for international transfer.
A nurturing culture promoting flexibility and accountability: Providing a culture for ambitious team members to grow in their career having appropriate work-life balance is critical in our values. We offer flexible hours, hybrid work from home and office as well as 15 working days from anywhere in the world. We also focus on productivity by having rules such as free-meeting Fridays and shorter working hours in the summer on Fridays.
Committed to making a difference: We think that people are looking for something worthwhile in a company beyond the workplace. Our extensive Corporate Social Responsibility Programme gives each member of staff two volunteering days a year in addition to holidays. It sees us reaching out into the local community with our mentoring, group volunteering, and fundraising initiatives as well as supporting international charities through our website sales, matching staff sponsorship fundraising, and carbon offsetting all our flights, amongst many other activities.
Opportunities to grow: we offer extensive training and development opportunities at all levels. The vast majority of our managers and directors have been promoted from within and many have moved across departments as well as upwards. We pride ourselves on identifying and rewarding talent.
Equal Employment Opportunity Statement: Euromonitor International does not discriminate in employment on the basis of race, colour, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability and genetic information, age, membership in an employee organization, or other non-merit factor.
