Customer Support Advisor
Euromonitor International leads the world in data analytics and research into markets, industries, economies and consumers. We provide truly global insight and data on thousands of products and services; we are the first destination for organisations seeking growth. With our guidance, our clients can make bold, strategic decisions with confidence.
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 the content and purchasing of reports alongside the development 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 are 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 to answer questions or provide 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 sales 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.
Requirements
- Excellent communication skills
- Good organisational and time management skills
- Customer service experience
- Understanding of the role of new technologies in improving customer service
- Tenacity and keen attention to detail
- Ability to prioritise tasks as required
- Ability to discover customer requirements and identify suitable products to meet their needs
- Experience working with Microsoft products
- Experience working with SalesForce
- Experience of website administration an advantage
- Fluent in written and spoken English, with additional languages an advantage
Benefits
- Generous salary
- Pension
- Holidays plus bank holidays
- 40 hours personal development
- Work from anywhere in the world, up to 15 days a year
- Flexi working hours
Why work for Euromonitor?
Our Values:
- We seek individuals who act with integrity
- We look for candidates who are curious about the world
- We feel that as a community, we’re stronger together
- We seek to enable people to feel empowered
- We welcome candidates who bring strength in diversity
International: not only do we have a very multinational workforce in each office but we communicate across our 16 offices worldwide on a daily basis.
Hardworking and sociable: our staff know how to work hard and know 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 other groups to be involved with.
Committed to making a difference: We believe 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 gives all new starters a donation amount on joining us which they can give to a charity of their choice.
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.
Excellent benefits: we offer competitive salaries, enhanced healthcare and pensions, plus generous holiday allowances, hybrid working and, in many offices, a Core Hours policy allowing flexible start and finish times to each day.
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.