Customer Service Executive - Xeim

Who are we...

Xeim brings together 11 market-leading brands, this role focuses on Xeim’s award-winning brands Econsultancy, The Influencer Group, Marketing Week, Creative Review and Design Week. These brands offer a vast range of daily work flow tools and best practice through online digital subscription platforms, content websites and hybrid events. The products help to better equip marketers and Ecommerce professionals to achieve excellence in marketing, digital and ecommerce.

The role will work alongside our customer services team, customer success team and work closely to support our account management and client teams.

A bit about the role...

You will act as a pivotal point of contact in this client facing role in order to resolve any customer queries via various contact channels available. This role includes a combination of administrative support, problem solving, client access management and uncovering any potential technical problems across the platforms. This role requires excellent customer service and rapport, meticulous written and verbal skills in order to offer the best support to our customers.

What you will be doing...

Customer Support:

Expert knowledge of Xeim brand products in order to offer the most efficient customer service and resolution.
Be confident in providing product knowledge with clients over the phone in order to drive optimal engagement across their subscription services and suggesting key functionality based on the client needs.

Responsible for picking up incoming email enquiries across the brand inboxes within set SLA first response and resolution times.
Answering incoming customer service calls across the brand phone lines promptly to help resolve with the client directly whilst on the phone or log issue and escalate higher if required.

Triage issues to identify where the potential problem may lie in order to fully equip our data and digital teams of the problem.
Completing various subscription administration, assisting with login enquiries and updating subscription accounts/orders within our internal user management systems.

Team Support:

• Responsible for reporting any website issues to management as promptly as possible to ensure the quickest resolution.
• Enquiry management to ensure that the correct questions outside of customer services are passed onto the correct colleagues within the business.
• Working closely with customer success teams to refer training enquiries and flag any enterprise account training opportunities.
• Assisting Customer Success teams with updating online Client pages, and administering Client data requests
• Assisting with ad hoc projects to support the wider teams and processes.
• Strong internal relationships with the client teams to ensure enterprise client issues or complaints are raised with them as and when required.
• Working closely with the Finance team to ensure that you are aware of any outstanding client issues or hold accounts.

What we need from you...

ESSENTIAL:

• Previous experience in a customer service role
• Confident written and verbal communication
• Excellent proof reading skills
• Organised and able to handle numerous tasks at once
• Digitally savvy and able to grasp new technology and new processes quickly
• Strong attention to detail on administrative tasks

DESIRED:

• Experience in B2B environment
• Understanding of digital marketing and ecommerce ideal

The benefits….

• 25 days holiday, increasing by one day p.a. to a maximum of 30 days for every year served
• Medicash health plan and discount gym membership
• Stunning Waterloo offices with views of the Thames plus complimentary barista coffee / free bar / table tennis tables – the works
• Complimentary access to accredited training programmes worth thousands of pounds including our Mini MBA
• Competitive pension scheme
• Active Diversity and Inclusivity agenda (DICE – Diversity, Inclusion, Culture, Engagement)
• Annual Wellness Day
• Share Incentive Plan