Do you want to be part of the growing Britannica Digital Learning team?

We are currently recruiting for a Customer Support Executive role, below are details of the role, and if you would like more information or to discuss further then please contact us on the below address.

[email protected]

 

Job Title: Customer Support Executive

Department: Operations

Reports To: Technical/Product Development Manager

Duties and Responsibilities:

In your role as Customer Support Executive, your duties will include the objectives set out in this job description and as otherwise described to you by the Technical/Product Development Manager to meet the needs of the business.

Principal objectives of the position:

  • Provide a high standard of support for all customers and partners.
  • Provide customer usage statistic reports.
  • Provide support to the internal teams as needed.

 

Specifically, the responsibilities include:

  • Maintain a full working knowledge of Britannica products – features, benefits and technical requirements
  • Production and distribution of customer data statistics reports, particularly accounts with low usage to the sales people
  • Provide support to the Technical/Product Development Manager
  • Answer all incoming customer service calls (first point of contact)
  • Handle all incoming correspondence and respond as required (Email, phone, letters)
  • Maintain the Consumer Online Customer Database as needed.
  • Maintain the Institutional Online Customer Databases as needed.
  • Handle all product/order enquiries, returns/refunds (Email, phone, letters)
  • Respond to all after sales enquiries
  • Forward all trade and institutional order requests to the relevant department
  • Liaise with fulfilment warehouse when necessary

Qualifications/Experience:

  • Excellent verbal and written communication skills
  • Accurate keyboard skills
  • Ability to complete work accurately, clearly and concisely within agreed timeframes
  • Previous experience working within a Customer Service role
  • Previous experience working with Customer Relationship Management tools.
  • Ability to communicate clearly through a variety of media audiences with different levels of understanding
  • Ability to prioritise work to meet deadlines
  • Ability to work as part of a team, or on own initiative
  • ICT Qualifications would be advantageous

 

Job Type:              Full-time

Place of work:      2nd Floor Unity Wharf, 13 Mill Street, London SE1 2BH

Salary:                  £18k – £20k depending on experience

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