Job Description
Marketing Week is the go-to title for ambitious brand marketers. Via its website, social media, newsletters and events, Marketing Week is setting the agenda for the industry by focusing on the biggest challenges facing marketers today.
We are seeking a Customer Service Executive to work across Marketing Week & Creative Review brands, acting as a pivotal point of contact in this client facing role to resolve customer queries across our various channels.
You will be confident, proactive and outgoing, as well as able think on your feet and find solutions to problems, meeting the needs of our customers, working as part of a bigger team managing Marketing Week & Creative Review subscriptions, award entries, award table sales and tickets to our industry leading event Festival of Marketing.
You will be extremely organised, timely and able to manage multiple tasks simultaneously. You’ll be responsible for administrative support, problem solving, client query management and triaging technical problems across the platforms.
This role requires excellent verbal and written communication skills and a collaborative mindset to deliver exceptional customer service and team support.
https://www.creativereview.co.uk/
https://www.marketingweek.com/
PURPOSE:
Customer Support:
* Use expert knowledge of Marketing Week and Creative Review products and understanding of our systems and processes to offer efficient customer service and resolution.
* Use product knowledge to assist clients, driving optimal engagement across their subscription services and suggesting key functionality based on the client needs.
* Provide first line support to all inbound enquiries across the brands within SLAs, escalating as needed.
* Triage issues to identify where the potential problem may lie to fully equip our data and digital teams of the problem.
* Complete subscription related processes and administration, assisting with login enquiries and subscription accounts/orders.
Team Support:
* Responsible for escalating any brand website issues to the relevant teams and being a proactive part of finding solutions as well as interfacing with any impacted clients
* Assist the Renewal Account Managers in data and reporting requests and driving the usage of Marketing Week
* Administration of agent orders and payments, activation of subscriptions and reporting to finance team.
* Liaise with the Finance team to ensure outstanding client issues or hold accounts are resolved.
* Work closely with production and external partners on the delivery of print magazines.
* Activate all corporate subscriptions, supporting AM and being the go to point of contact for new and existing clients.
BEHAVIOURS:
* Confident, proactive and organised
* Build relationships with clients and team members
* Enjoys solving problems and finding solutions
* A positive mindset
* Commercial curiosity, considering the impact of your behaviours and outputs on business outcomes
* Excellent interpersonal, written and verbal communication skills
SKILLS & EXPERIENCE:
Essential:
* Previous experience in a customer service role dealing with verbal, email and live chat based queries
* Self-starter who takes initiative with a ‘can do’ attitude
* Highly organised and able to handle numerous tasks at once
* Digitally savvy and able to grasp new technology and new processes quickly
* Strong attention to detail on administrative tasks
Desired
* Experience in B2B (as opposed to direct to consumer) environment
* Knowledge & interest in marketing and creative industries
Interested? We'd love to hear from you.