Schools Support Analyst (Customer Support)

TL;DR

Schools Support Analyst (Customer Support): Managing account creation and providing comprehensive support for schools and students with an accent on CRM data accuracy and efficient enquiry handling. Focus on optimizing the customer onboarding experience and ensuring timely subscription renewals.

Location: Hybrid in Manila (averaging two to three days onsite)

Company

A leading global news organization recognized for its authority, integrity, and accuracy in delivering quality information and services worldwide.

What you will do

• Manage FT Schools account creation from lead conversion through to access set-up.
• Provide comprehensive support to schools and students' enquiries via email.
• Maintain accurate customer records within Salesforce CRM and adhere to internal process best practices.
• Generate internal reporting requests and provide bi-weekly status updates on cases and leads.
• Execute the weekly Schools widget and support yearly school subscription renewals.

Requirements

• Strong client-focus and excellent interpersonal communication skills.
• Detail-oriented approach with a high level of accuracy and thoroughness.
• Well-developed planning and organizational skills.
• Ability to work independently and collaboratively in a fast-changing environment.
• Must be based in Manila to comply with the hybrid working model.

Nice to have

• Knowledge and experience with CRM systems, preferably Salesforce.
• Proficiency in Microsoft Office.
• Previous experience in sales support or administrative roles.

Culture & Benefits

• Hybrid working model (50% onsite) to balance remote adaptability with in-person collaboration.
• Generous annual leave and medical cover.
• Inclusive parental leave packages.
• Subsidised gym memberships and opportunities to contribute to the community.