Customer Experience Associate - Fixed term Contract

The role

You will talk directly to subscribers on a 1:1 level to deliver a personalised experience. You will engage subscribers via outbound calls to inform them of products and services and help them maximise subscription benefits.

What you will do

• Engage FT subscribers via outbound engagement calls to inform them of products and services.
• Help readers maximise benefits of trial and subscription by walking them through the website and mobile app.
• Ask probing questions to match interests to content, tools, features and services.
• Develop knowledge of content, tools, features and live events on all FT platforms.
• Manage call leads on a weekly basis.
• Be accountable for individual performance against Key Performance Indicators.
• Input customer feedback following outbound calls.
• Promote and secure appointment bookings for consultations with FT Specialists.

Required qualifications

• Ability to build customer rapport.
• Verbally engaging and guiding customers through a digital product in a personalised manner.
• Lead with curiosity by asking questions and demonstrating active listening.
• Ability to self-manage time according to regular deadlines.
• Excellent verbal and written communication skills.
• A passion for customer experience.
• Enjoys reading FT content or similar content.

Nice to have

• some customer-facing experience e.g. basic sales, cold calls

Benefits

• generous annual leave
• medical cover
• inclusive parental leave packages
• subsidised gym memberships
• opportunities to give back to the community

About the company

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