About the Company:
Trading as emap for its B2B division, Metropolis International is a fast-growing, privately owned Media Group with over £50m of annual revenue, structured in two divisions – consumer media and business-to-business media. In both parts of the business, we run print magazines, digital content and both face-to-face and virtual awards, conferences, and other events.
Overall Purpose of the Role:
As a Customer Support Specialist, you’ll be right at the heart of how our customers (internal and external) experience our services and brands: responding to queries with care, solving problems with clarity, and making sure everyone who gets in touch feels heard and supported.
As an expert in all emap/ Metropolis’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising organisational, content management systems (CMS) and generic IT systems to carry out your role with an awareness of other digital technologies.
Key Responsibilities:
* Provide help to customers using emap’s products or services
* Provide first and second-line technical support and troubleshoot issues raised with the Technology division across multiple business application
* Communicate courteously with customers by telephone, email, letter and face-to-face
* Recognise colleagues as internal customers, work effectively and collaboratively with colleagues at all levels to achieve results.
* Know your internal and external customers and how their behavior may require different approaches from you
* Investigate and solve customers’ problems, which may be complex or long-standing, escalating to development teams where necessary
* Handle customer complaints or any major incidents
* Manage user accounts, permissions, and access controls for CMS, and other supported applications
* Issue refunds or compensation to customers
* Keep accurate records of discussions or correspondence with customers
* Produce written information for customers
* Learn about emap’s products or services and keep up to date with changes
* Keep ahead of developments in customer service by reading relevant journals, going to meetings, and attending courses.
Corporate Subscriptions:
* Ensure that the corporate subscription business runs smoothly
* Ensure all corporate orders are set up and the clients are onboarded quickly and efficiently
* Liaise with the sales team and resolve any set up queries or issues with access
* Manage the month end process – ensuring all orders are processed ahead of month end
* Actioning and completing comparisons and checks and balances to ensure data accuracy
* Liaise with Abacus, DSB, Darwin, OAK and Esco to resolve and query set up and delivery issues.
Skills and Experience:
* Communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with other professionals
* Listening skills, to understand exactly what customers require
* Problem-solving skills.
* Proven experience supporting CMS and other application systems, with a strong preference for experience with WordPress.
* Confidence, patience, politeness, tact, and diplomacy, when dealing with difficult situations.
* Motivational skills and an ability to supervise and lead the customer service team.
* Creative thinking, to be able to come up with new ideas to improve customer service standards
* An ability to work well under pressure.
* Organisational and planning skills to develop customer service policies.
* Good personal presentation, especially when face-to-face with customers.
* A commitment to improve your customer service skills on an ongoing basis.
Core Competencies:
* Excellent organisational skills, quick thinker, problem solver and able to work calmly under pressure and to tight deadlines.
* Excellent verbal and written communication skills, including the ability to present and explain information clearly to a variety of audiences.
* Innovative and able to develop, and support new and improved method, products, procedures, and technologies.
* Collaborative team player, both internally and externally.
Personal Attributes:
* Strong influencing and negotiating skills.
* Ability to communicate and form working relationships with colleagues at all levels.
* Proven experience supporting customer profiles within CMS or other application systems
* Ability to build and manage relationships with all stakeholders.
* Proficient in using ticketing systems (e.g., Jira, Zendesk) for managing support requests.
* Resourceful and purposeful, with initiative, drive, and a strong desire to deliver exceptional results.
* Customer-orientated mindset.
* Strategic thinker
What We Offer:
* Learning & Development: We provide an environment that fosters continuous development for our employees.
* Benefits: We offer fantastic benefits and perks to our employees, including 25 days of annual leave, health plan, life assurance, private virtual GP access, and more.
Diversity and Inclusion: We are an equal opportunity employer and value diversity and inclusion.
How to Apply: Please submit your CV and covering letter.
#J-18808-Ljbffr