Customer Service Associate

About Us:

The FT has an uncompromising mission: delivering independent, quality information, news and services to individuals and companies around the globe. It's the cornerstone of our reputation and the heart of our ambitions for the future. But for our people, the FT offers so much more than what we do. FT people come from all kinds of backgrounds and work across a huge range of disciplines and locations, and find empowering, warm and welcoming culture that values curiosity and rewards smart, ambitious thinking. Those who are willing to unite around our mission and live our values will find plenty to challenge, inspire and interest them. Like the audiences we serve, no two FT people are the same; but together we help our audience be better informed and understand the world around them. It's a job that's never mattered more, and a career that can take you anywhere you want to go.

Our commitment to diversity and inclusion in the workplace:

At the FT, we give all employees a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.

About the role:

This role is responsible for providing professional and efficient customer support including Sales Leads, Billing, processing of payments, and Customer Success for all F.T. Specialist Inc. clients.

Key Responsibilities:

Customer Service

• Provide immediate and accurate customer support for all internal and external requests, including user access, user list updates and modifications, usage statistics, resolving email delivery issues 
• Contribute to special tasks and projects as assigned, demonstrating adaptability and collaboration. Issues/complaints, and data collection—ensuring all concerns are resolved promptly.

Billing Responsibilities

• Investigate and process payments related to aged debt accounts, ensuring timely resolution and account closure.
• Process and manage customer payments, including credit card transactions.
• Conduct invoice follow-ups to ensure timely collections and resolve outstanding balances.
• Complete and maintain vendor forms in compliance with company and client requirements.

Client Success

• Customer Onboarding: 
• Guide new clients through setup and ensure a smooth transition into services. 
• Ensure clients maximize the value of their subscriptions through ongoing support and best practice recommendations.

Six-Month Check-Ins: 

• Regularly connect with clients to review satisfaction, usage, and opportunities for improvement. 
• Promote related products and services.
• Identify client requirements (e.g., user list updates, delivery issues) and implement effective solutions. 

At-Risk Report (Proactive Support): 

• Anticipate client needs and provide tailored guidance before issues arise. 
• Assisting Renewals and driving retention

Qualification:

• Graduate of Bachelor's Degree in any four-year course
• A minimum of six (6) months of professional experience in customer service, with a focus on call and email support or collections, ideally within a multinational or shared services environment.

Core Competencies:

• Customer Focus - Ability to make efforts to discover the client's needs and requirements and to take the required actions to meet these needs effectively and above client's expectations.
• Attention to Detail - Thorough in accomplishing a task with concern for all the areas involved no matter how small.
• Analytical Thinking - Ability to break down raw information and undefined problems into specific, workable components that in-turn clearly identifies the issues at hand.
• Problem Solving - Ability to identify problems; determine accuracy and relevance of information; use sound judgment to generate and evaluate alternatives and make recommendations.
• Effective Communication - Ability to convey clear and convincing oral and written communication to individuals or groups effectively taking into account the audience and nature of information being presented.
• Teamwork – Ability to cooperate and collaborate with colleagues as appropriate.

What's in it for you? Our Benefits:

Our benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include; generous annual leaves, flexible working (including working from home), health coverage (medical & dental), and company match and enhanced family leave packages. Full details of our benefits can be found here. 

Further Information:

The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements, or have any questions, please contact a member of our HR team who will be happy to help.