Customer Service Executive

7 months ago

Johannesburg, South Africa Clearstate Pte. Ltd Full time

**Introduction**:
As the research and analysis division of the Economist Group, The Economist Intelligence Unit (EIU) helps leaders prepare for opportunity, empowering them to act with confidence when making strategic decisions. The EIU is the global standard in providing high quality, actionable intelligence to the public and private sector, assessing issues that impact the businesses in more than two hundred countries.

To provide a first class service to prospects and clients, ensuring all communications are handled professionally, within agreed timescales and to standards set by the company we are seeking a Customer Service Executive. Responsibilities will include improving the commercial performance of the EIU’s online store. This will include facilitating the renewal and new business sales to the EIU store, identifying opportunities through up-sells, conversion of pro forma orders and on-boarding new clients.

**Accountabilities**:
**How you will contribute**:

- Responding to all enquiries, timely and effectively and resolution of queries
- Prepare standard and non-standard correspondence
- Processing orders using relevant databases
- Updating and maintaining customer records - CRM & databases
- General administration and ad hoc duties to support the team
- Flexibility to assist within other departments should the need arise
- Promote new and renewal store orders
- Contact lapsed clients over possible winback opportunities on The EIU Store
- Support print customers conversion to on-line equivalent services
- Provide analysis to marketing and commercial team in regards to response rate, pipeline etc
- Liaise with finance/legal and tax teams regarding official documentation
- To support print dispatch fulfilment
- Gaining product knowledge in order to service, promote and cross sell EIU products across all media
- Building and retaining excellent relationships with internal teams, including the digital, Sales, Marketing and Editorial teams

**Experience, skills and professional attributes**:
**The ideal skillls for this role are**:

- GCSE level or higher education
- Producing own correspondence with brand and tone considerations
- Sales experience in similar e-commerce and B2B environment
- Good communications skills - verbal and written and fluency in English
- Processes and procedures involved with customer service
- Good organisation, time management and prioritization skills
- Commercial customer focus with a strong attention to detail and problem-solving skills
- Ability to develop innovative & creative solutions with a proactive mindset
- Proficient in Word & Excel, familiarity with G-Suite tools and familiarity with CRM sales systems and IDE databases
- Strong Customer Focus, a team Player committed to \quality
- A determination to succeed with a flexible approach to Change

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