• Customer Service Executive,EIU, Gurgaon

    Job Locations India-Gurgaon
    ID
    2018-4850
    Function
    Customer Service/Support
  • Introduction

    EIU logo


     


    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 quality, actionable intelligence to the public and private sector, assessing issues that impact the marketplace for over two hundred countries.


                          


    Job summary


     


    To provide a first class level of service to prospects and clients, ensuring all calls and correspondences are handled professionally, within agreed timescales and to standards set by the Company.

    Accountabilities

    In the role you would be expected:



    • Respond to all inbound enquiries (telephone/phone, fax, e-mail etc) relating to Economist Intelligence Unit products and services.

      • Make outbound calls wherever appropriate as a result to an enquiry either by telephone or correspondence

      • Contact customers regarding their orders and/or payments when instructions are ambiguous.

      • Resolution of queries

      • Prepare standard and non-standard correspondences

      • Process online orders 

      • Update customer records

      • General administration and ad hoc duties to support the team

      • Identify potential sales leads to pass on to the Sales teams



    • Gain product knowledge in order to service, promote and cross sell Economist Intelligence Unit products across all media.

    • Build and retain excellent relationships with internal teams, including the Digital, Sales, Marketing and Editorial teams.

    • Manage workload, ensuring any enquiry/claim is followed through and completed within an acceptable timescale

    • Recommend new processes to improve service.

    • Guide customers to purchase the products and services most relevant to their requirements.           


     Performance measures



    • Customer enquiries are dealt with quickly and effectively. No enquirers are left with a poor impression of the EIU in terms of customer services.

    • Maintain the high quality and professional image of the Economist Intelligence Unit in all communications and dealings with customers.

    • Ensure telephones are covered during office hours

    • Maintain turnaround and providing a good quality of service

    • Keep up to date with products and services.

    • Identify areas for improving service levels and workloads

    • Interaction with the marketing and sales teams regarding ad hoc queries.

    Experience, skills and professional attributes

    To succeed in the role you must have:



    • Degree or equivalent

    • At least 3 years of customer service experience in similar environment dealing with ad hoc requests via telephone, correspondence, e-mail and fax

    • Good telephone manner and writing skills

    • Proficiency in MS Word and Excel, use of internet and other databases

    • Fluency in English language, good communication skills both written and verbal

    • Excellent organisational skills


    You will be able to demonstrate:



    • Strong customer focus

    • Commitment to quality

    • Proactiveness in resolving problems

    • Ability to maintain professionalism under pressure

    Options

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