Customer Service Associate - Manila, Pilipinas - Financial Times

Financial Times Manila, Pilipinas

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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 an 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.

Role Overview

This role is responsible for providing professional and efficient customer support including Sales Leads, Billing, processing of payments, and Customer Success for all Money-Media clients.

What will you be responsible for

Provide immediate and accurate customer support to all internal and external requests including but not limited to user access, user lists and modifications, usage statistics, technical problems/complaints, and data collection, and ensure all concerns are resolved.
Check and investigate all payments that need to be collected from aged debt accounts and proceed with processing and closing these accounts.
Participate in and perform special tasks and projects that may be assigned.
Responsible for proactive outreach to existing clients for:
Developing a positive customer experience
Assisting in renewals and increasing retention
Collect customer feedback
Promoting related products

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.
Willing to work the night shift schedule, on a hybrid work arrangement (2x on-site and 3x work from home)

Required Skills And Experience

Formal Education and/or Certification: Graduate of Bachelor's Degree in any four-year course.

Experience in customer service or collections preferably in a multi-national or shared services environment would be an advantage.

What's in it for you FT 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 leave allowances, flexible working, medical cover, enhanced maternity & paternity packages and subsidised gym memberships. 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 have implemented a hybrid working model and 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 send an email to [HIDDEN TEXT] and a member of our team will be happy to help.

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