Customer Care Associate

About us

The Financial Times is one of the worlds leading news organisations, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide.

At the FT, curiosity thrives and ambitious thinking is rewarded. Here, youre given the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world.

In our warm, collaborative culture, youll connect with a diverse community of experts who support your growth, career aspirations and wellbeing.

Your future at the FT will be filled with opportunities that challenge and inspire you. With no fixed path, youll discover new skills and forge a career that can take you anywhere.

Build a newsworthy career at the FT.

Our commitment to diversity, equity and inclusion

We believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. A supportive workplace is one where employees feel they can be themselves and operate to their full potential. We are committed to removing barriers for everyone, with a focus on addressing those faced by underrepresented groups.

Role Overview:

The Customer Care Associate is a vital link between our company and current and prospective customers. This role is dedicated to delivering exceptional service, resolving inquiries efficiently, and fostering positive relationships with our valued customer base. The associate is expected to excel in multi-channel communication, ensuring a seamless and satisfying customer experience at every touchpoint.

Responsibilities:

• Customer Inquiry Resolution: Address customer concerns by clarifying issues, conducting thorough research and investigation, and providing seamless, prompt support across various platforms.
• Subscription Retention: Handle incoming cancellation requests with persuasive techniques to retain customers, highlighting product benefits and offering relevant discounts as necessary.
• Subscriber Engagement: Proactively engage prospective subscribers, effectively communicating the value and services of the companys offerings across diverse communication channels.
• Reporting and Escalation: Keep the team leader informed of progress and escalate customer concerns or complex issues to the appropriate teams for prompt resolution and customer satisfaction.
• Data Protection: Adhere to protocols and legal regulations for the secure handling and storage of customer information, ensuring confidentiality and compliance.
• Continuous Learning: Enhance knowledge and skills related to tools and product services through active engagement in training and development initiatives.
• Lead Management: Process campaign leads for subscription renewals and other promotional activities, ensuring timely and efficient follow-up.
• Special Assignments: Participate in and undertake special tasks and projects as assigned.

Core Competencies:

• Effective Communication: Demonstrates the ability to communicate clearly and persuasively, adapting to the audience and content for maximum understanding.
• Customer Focus: Identifies and meets client needs, exceeding expectations where possible.
• Attention to Detail: Ensures thoroughness and accuracy in all tasks, paying close attention to all facets of work.
• Results-Oriented: Aims to achieve goals and deliver high-quality work within deadlines, efficiently and effectively.
• Integrity: Maintains confidentiality and adheres to ethical standards, policies, and procedures.
• Collaboration: Works cohesively with team members across departments and borders, fostering a network of relationships that benefit the organisation.
• Initiative: Seeks out new opportunities for improvement, suggests innovations, and takes proactive steps beyond the standard requirements.
• Adaptability: Adjusts effectively to new situations and changing priorities, embracing diverse challenges and environments.
• Language Skills: You have excellent spoken and written English and native Japanese at business level and can engage and persuade using multiple channels: phone, chat and email.

Customer Care Values

• Customer-Centric: We put the customer at the heart of everything we do, going above and beyond to deliver the gold-standard service our customers expect and deserve.
• Collaborative: We believe in the power of individuals and teams working together across different roles and responsibilities in a respectful and open minded way so that we can deliver the best customer outcomes.
• Accountable: We act with integrity, whilst taking responsibility for our performance and personal growth, to ensure that we give our best to both customers and colleagues.
• Resilient: We are adaptable, flexible and brave, maintaining a positive attitude during times of challenge and change, so that we can respond to the needs of our customers and the FT.
• Effective: We are creative and productive whilst remaining focused on our goals with a results driven approach so that we deliver the right outcomes for our customers and for the FT.

Whats in it for you? Our benefits

Our benefits vary by location, but we are committed to providing best-in-class perks across all our offices. These include generous annual leave, medical cover, inclusive parental leave packages, and opportunities to give back to the community. Full details of our benefits are available here.

We currently operate a hybrid model which requires staff to work onsite 50% of the time, subject to role requirements & regular review. While flexible working requests will be considered, not all patterns are suitable for all roles. We believe this balanced approach supports flexibility and protects our culture, making collaboration and communication easier, building stronger relationships and team cohesion, and supporting peer learning. We reserve discretion on reasonable notice to change this approach either generally or for specific individuals or teams.

Accessibility

We are a disability confident employer and Valuable 500 signatory.

Please let us know if you require any reasonable adjustments/personalisation as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, email talent@ft.com and a member of our team will be happy to help.

Further information

At the FT, we embrace innovation and the use of technology and appreciate that individuals may leverage AI tools as part of their job application process. Whilst we are happy for you to use AI to assist with your application, it is essential that all information provided is authentic and accurately represents your skills, experience, and qualifications.

Candidates should be aware that the use of AI throughout the application process may be monitored to ensure a fair and transparent hiring process for all.

Please beware of fraudulent job postings and offers claiming to be from the Financial Times. All legitimate opportunities will direct you to apply through the official Financial Times careers site, and the FT will never ask for financial information, payments, or referrals to third parties during the hiring process. If you have any concerns about the legitimacy of a job posting or suspect any scam activity, please contact talent@ft.com.

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