Customer Sales Representatives

Job description

This is an exciting opportunity for a Customer Sales Advisor with a passion for sales, excellent communication skills, and a strong customer focus to join an established campaign within Firstsource.

We recognize the value our client places on delivering an exceptional customer experience. Together, we are recruiting a Customer Sales Advisor to help provide a high-quality retention service that supports the client's brand and reflects the values of both our organizations.

Our client is a global leader in analysis on international business and world affairs. Their content is delivered across a range of formats—from print publications to digital platforms—and is valued by customers for its world-class insights and rigorous analysis. The brand is looking for individuals who can think differently and challenge the status quo. They believe that every team member has a voice—and that voice is expected, heard, and respected.

As a Customer Sales Advisor, you will deliver sales through service, aiming to exceed customer expectations by solving their concerns and tailoring solutions to their needs. You'll be a proactive problem solver who thrives in a fast-paced environment—and where the rewards for initiative and performance are plentiful.

All Sales Advisors will handle inbound customer queries. A small group (approximately 4–5 individuals) will also participate in outbound retention calling, so experience in outbound sales is an advantage.

The Economist Group is the leading source of analysis on international business and world affairs. We deliver our content through a variety of formats, including print, digital, audio, mobile apps, newsletters, events, and social media.

What ties us together is the objectivity of our opinion, the originality of our insight, and our commitment to advocating economic and political freedom across the globe. Each week, millions of subscribers rely on us to help make sense of the world. Our paid audience continues to grow, powered by a thriving subscription model.

The Economist is one of the most recognized and respected current affairs publications in the world. Our readers and fans include notable figures such as Bill Gates, Barack Obama, Angela Merkel, Pharrell Williams, Narendra Modi, and many others.

• Ensure an exceptional customer experience by handling inbound cancellation requests via phone and live chat.
• Meet and exceed key sales and retention targets while maintaining high-quality service standards.
• Actively listen to understand customers' reasons for cancellation and work to address concerns.
• Explore options to retain customers and suggest tailored packages based on their preferences and needs.
• Clearly communicate product benefits and value, identifying key features that resonate with each customer.
• Respond in a personal and engaging manner that aligns with brand values and tone.
• Identify and raise recurring customer pain points or process issues that may affect satisfaction.
• Take ownership of escalations and complaints to resolve issues promptly and professionally.
• Serve as a point of contact for sales-related inquiries, ensuring all responses comply with business and legal requirements.
• Accurately document all relevant customer information in Salesforce in a timely manner.
• Evaluate and manage all inquiries related to products and services.
• Escalate unresolved issues to the appropriate teams and coordinate internally as needed.
• Demonstrate a strong understanding of business processes, systems, and products to provide accurate information at all times.

• Strong verbal and written communication skills.
• Passion for sales and a results-driven mindset.
• Proven experience working to and achieving sales targets.
• Background in sales and retention, particularly in subscription-based businesses.
• Outbound sales experience is a plus but not required.
• Self-motivated with the ability to inspire and support team members.
• Willingness to go the extra mile to meet performance goals.
• Comfortable working in a fast-paced and dynamic environment.
• Effective selling skills, including objection handling and persuasion.
• Quick-thinking with the ability to adapt in real-time.
• Strong understanding of customer satisfaction and sales best practices.
• Commercially aware, with an understanding of how retention and acquisition impact business performance.
• Emotionally intelligent, empathetic, and able to connect with customers on a personal level.
• Interest in current affairs and international business is a bonus.
• Computer-literate with excellent typing skills and the ability to navigate multiple systems.
• Strong decision-making skills with good prioritization under pressure.
• High attention to detail and accuracy.
• Friendly, professional, and customer-centric attitude.
• Trustworthy with a strong work ethic.

Job summaryThis is an exciting opportunity for a Customer Sales Advisor with a passion for sales, excellent communication skills, and a strong customer focus.

Key selling points

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• Incentives