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Introduction
Euromoney is a recognized and reputable brand within global banking, providing insights into institutions and personalities shaping the industry. With over 50 years of coverage, our analysis is highly regarded, and our awards and benchmarking programs are trusted across financial services, helping banks differentiate themselves and attract clients, investors, and talent.
Job Purpose
The Customer Operations Executive will support Euromoney's customer service, primarily managing subscriptions, onboarding new customers, and ensuring high renewal rates. The role involves supporting engagement, research, marketing, sales, and awards teams to deliver exceptional customer service, managing inbound requests from customers and internal staff.
Principal Responsibilities
1. Provide high-level customer service to clients.
2. Collaborate with domain heads to grow audience engagement in each vertical.
3. Guide new subscribers through onboarding, from login activation to newsletter preferences.
4. Conduct monthly account health checks to evaluate customer engagement and feedback.
5. Identify opportunities for service improvement, product development, and account growth.
6. Resolve customer issues effectively and connect them with relevant internal contacts.
7. Manage subscription renewals and process new subscriptions.
8. Support awards teams and assist onsite when needed.
9. Work with marketing to develop onboarding and engagement processes.
10. Report and forecast customer engagement regularly.
11. Respond promptly to inquiries via email, phone, and video calls, providing clear responses.
12. Manage subscription support cases in Salesforce, ensuring resolution and excellent service.
13. Validate and update billing contact information with legacy customers and agencies.
14. Liaise between sales and portal teams to facilitate onboarding.
Knowledge, Experience, and Skills
1. Experience in customer service or administrative roles with customer interaction.
2. Ability to work independently under deadlines and remain calm under pressure.
3. Proficient in processing large data sets accurately and efficiently.
4. Strong team player.
5. Exceptional attention to detail.
6. Excellent communication skills, both oral and written.
7. Strong multitasking and prioritization abilities.
8. Experience with Salesforce.
Behavioral Competencies
1. Ability to work under pressure and meet deadlines.
2. Customer-first mindset.
3. Fast learner.
4. Attention to detail.
5. Effective time management.
6. Proactive in suggesting improvements.
Additional Details
* Seniority Level: Not Applicable
* Employment Type: Full-time
* Job Function: Business Development and Sales
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