Customer Service Executive

The Economist Group Limited

Job Overview

Location

Gurugram

Job Type

Full-time

Full Job Description

📋 Description

• Respond to customer enquiries promptly and effectively via telephone, email, and web, ensuring all communications meet company standards and are resolved within agreed timeframes.
• Process and manage customer orders using relevant databases and CRM systems, ensuring accuracy and timely fulfillment.
• Update and maintain accurate customer records in CRM and internal databases to support service continuity and commercial tracking.
• Promote and facilitate the renewal and acquisition of new business through the EIU online store, including upselling and cross-selling EIU products across media formats.
• Contact lapsed clients to identify winback opportunities and convert pro forma orders into confirmed sales.
• Support the transition of print customers to online services, ensuring seamless onboarding and service continuity.
• Prepare standard and non-standard correspondence with attention to brand tone, professionalism, and accuracy.
• Liaise with finance, legal, and tax teams to obtain and provide official documentation required for customer transactions.
• Assist with print despatch fulfillment and coordinate with internal teams to ensure timely delivery of physical products.
• Provide analytical insights to marketing and commercial teams on response rates, sales pipeline, and customer behavior to inform strategy.
• Maintain up-to-date product knowledge to confidently service, promote, and recommend EIU products to customers based on their needs.
• Build and sustain strong relationships with internal teams including Product, Sales, Marketing, and Research to ensure cohesive customer experience.
• Manage workload independently, prioritizing tasks to meet deadlines and ensure no customer inquiry is left unresolved.
• Use initiative to improve service delivery, recommend process enhancements, and resolve issues proactively.
• Ensure telephone coverage during office hours and maintain high service standards across all customer touchpoints.
• Demonstrate strong attention to detail, problem-solving skills, and professionalism under pressure while handling high volumes of customer interactions.
• Adhere to commercial targets by driving increases in orders from both new and repeat customers.
• Flexibly support other departments as needed to meet team and organizational objectives.
• Maintain a professional image of the Economist Intelligence Unit in all customer-facing communications and interactions.

🎯 Requirements

• Customer service experience in a similar B2B or e-commerce environment handling ad hoc requests via phone, email, and web
• Sales experience in a B2B or online store setting with proven ability to drive renewals and new business
• Proficiency in Microsoft Word and Excel, and familiarity with CRM systems and IDE databases
• Fluency in English, both written and verbal
• Strong organizational and time management skills with ability to prioritize tasks effectively
• Proven ability to maintain professionalism and accuracy under pressure

🏖️ Benefits

• Highly competitive pension or 401(k) plan
• Private health insurance
• 24/7 access to counselling and wellbeing resources through Employee Assistance Program
• Work From Anywhere program allowing up to 25 days of remote work per year
• Generous annual and parental leave
• Free access to all The Economist content including online subscription, apps, and podcasts

Skills & Technologies

Hybrid

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

AI Job Fit Analysis

Pro

See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.

The Economist Group Limited

Visit Website

About The Economist Group Limited

The Economist Group is a global leader in international affairs, business, and finance. Its flagship publication, The Economist magazine, provides in-depth analysis and opinion on global events. Beyond the magazine, the Group operates a diverse portfolio of businesses. These include Economist Impact, which offers data-driven insights and advisory services for businesses and governments; Economist Intelligence, providing economic forecasting and political risk analysis; and Economist Education, offering executive education programs. The company aims to help individuals and organizations understand the forces shaping the world and make better decisions.

View Company Profile

Get more remote jobs like this

Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.

Weekly remote jobs and featured talent.

No spam. Only curated remote roles and product updates. You can unsubscribe anytime.