Customer Support Advisor
Posted a month ago
- London, Greater London
- Any
- External
- Expires In 2 months
Who we areEuromonitor International is the leading independent market research company; investigating and understanding what consumers want and need, helping businesses create products and services that cater to their preferences and trends. We are an organisation that champions flexibility, with opportunity to grow and be supported with continuous learning and development.The Customer Support Advisor is ideal for a recent graduate, or experienced support professional looking to join an International Research Company, where they will be primarily responsible for supporting our customers with their online queries regarding content and purchasing of reports and the facilitations of leads for sales teams.
The Customer Support Advisor’s role is to assist the Head of Customer Success & Digital Delivery in enhancing the user experience of Euromonitor.com resources, driving brand awareness and online revenue, specifically focusing on assisting visitors to the site, answering questions on our products and services and increasing conversion rates. If you see yourself as a great communicator who is tenacious and customer focused then this could be the role for you. Support is primarily delivered through direct communication with our clients in real time and by email. Customer Support Advisors are required to be become experts on the complete product portfolio, have excellent communication skills and a helpful nature, when answering a wide range of often complex questions from business leaders, prospective clients and visitors to the website. The successful candidate will be part of an international team across three key time zone locations that allows Euromonitor to offer our clients 24 support. Key responsibilities:
Supporting our customers by monitoring and answering queries on Euromonitor International’s products, services and methodology.
Liaising with industry research teams with questions or feedback as necessary.
Following up on leads from customers and answering their questions to promote purchases.
Assisting with purchasing and solving any issues related to orders and invoicing.
Identifying potential for opportunities from queries through discovery and passing on leads to Sales teams.
Contributing to an internal knowledge base of frequently asked questions, both research and purchasing related.
Collating feedback and usability recommendations, online process improvement and bug identification for internal systems.
Contributes to projects, working with others and providing input as required.
Delivering work to required standards and service levels.
Managing and maintaining CRM systems with regards to all client engagement.
Excellent communication skills
Customer service experience
Ability to identify customer requirements and identify suitable products to meet their needs
Fluent written and spoken English, with additional languages an advantage
Experience working with Microsoft O365 products
Good organisational and time management skills
Tenacity and keen attention to detail
Ability to prioritise tasks as required
Degree level education
Experience of website administration an advantage
#LI-HYBRID#LI_SH1Our values We act with integrity We are curious about the world We are stronger together We seek to empower We find strength in diversity International: not only do we have a very multinational workforce in each office but we are all dealing with our 16 offices worldwide on a daily basis.Hardworking but sociable: our staff know how to work hard but also how to enjoy themselves! We pride ourselves on creating an appropriate work-life balance, with flexible hours and regular socialising including frequent after work meet ups, summer and Christmas parties and a whole range of sports and other groups to be involved with.Committed to making a difference: We think that people are looking for something worthwhile in a company beyond the workplace. Our extensive Corporate Social Responsibility Programme gives each member of staff two volunteering days a year in addition to holidays. It sees us reaching out into the local community with our mentoring, group volunteering, and fundraising initiatives as well as supporting international charities through our website sales, matching staff sponsorship fundraising, and carbon offsetting all our flights, amongst many other activities.Opportunities to grow: we offer extensive training and development opportunities at all levels. The vast majority of our managers and directors have been promoted from within and many have moved across departments as well as upwards. We pride ourselves on identifying and rewarding talent.Equal Employment Opportunity Statement: Euromonitor International does not discriminate in employment on the basis of race, colour, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability and genetic information, age, membership in an employee organization, or other non-merit factor.
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The Customer Support Advisor’s role is to assist the Head of Customer Success & Digital Delivery in enhancing the user experience of Euromonitor.com resources, driving brand awareness and online revenue, specifically focusing on assisting visitors to the site, answering questions on our products and services and increasing conversion rates. If you see yourself as a great communicator who is tenacious and customer focused then this could be the role for you. Support is primarily delivered through direct communication with our clients in real time and by email. Customer Support Advisors are required to be become experts on the complete product portfolio, have excellent communication skills and a helpful nature, when answering a wide range of often complex questions from business leaders, prospective clients and visitors to the website. The successful candidate will be part of an international team across three key time zone locations that allows Euromonitor to offer our clients 24 support. Key responsibilities:
Supporting our customers by monitoring and answering queries on Euromonitor International’s products, services and methodology.
Liaising with industry research teams with questions or feedback as necessary.
Following up on leads from customers and answering their questions to promote purchases.
Assisting with purchasing and solving any issues related to orders and invoicing.
Identifying potential for opportunities from queries through discovery and passing on leads to Sales teams.
Contributing to an internal knowledge base of frequently asked questions, both research and purchasing related.
Collating feedback and usability recommendations, online process improvement and bug identification for internal systems.
Contributes to projects, working with others and providing input as required.
Delivering work to required standards and service levels.
Managing and maintaining CRM systems with regards to all client engagement.
Excellent communication skills
Customer service experience
Ability to identify customer requirements and identify suitable products to meet their needs
Fluent written and spoken English, with additional languages an advantage
Experience working with Microsoft O365 products
Good organisational and time management skills
Tenacity and keen attention to detail
Ability to prioritise tasks as required
Degree level education
Experience of website administration an advantage
#LI-HYBRID#LI_SH1Our values We act with integrity We are curious about the world We are stronger together We seek to empower We find strength in diversity International: not only do we have a very multinational workforce in each office but we are all dealing with our 16 offices worldwide on a daily basis.Hardworking but sociable: our staff know how to work hard but also how to enjoy themselves! We pride ourselves on creating an appropriate work-life balance, with flexible hours and regular socialising including frequent after work meet ups, summer and Christmas parties and a whole range of sports and other groups to be involved with.Committed to making a difference: We think that people are looking for something worthwhile in a company beyond the workplace. Our extensive Corporate Social Responsibility Programme gives each member of staff two volunteering days a year in addition to holidays. It sees us reaching out into the local community with our mentoring, group volunteering, and fundraising initiatives as well as supporting international charities through our website sales, matching staff sponsorship fundraising, and carbon offsetting all our flights, amongst many other activities.Opportunities to grow: we offer extensive training and development opportunities at all levels. The vast majority of our managers and directors have been promoted from within and many have moved across departments as well as upwards. We pride ourselves on identifying and rewarding talent.Equal Employment Opportunity Statement: Euromonitor International does not discriminate in employment on the basis of race, colour, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability and genetic information, age, membership in an employee organization, or other non-merit factor.
#J-18808-Ljbffr
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