Customer Care Associate (Media)

TL;DR

Customer Care Associate (Media): Delivering exceptional service and resolving inquiries for current and prospective customers with an accent on subscription retention and multi-channel communication. Focus on managing customer lifecycles, applying persuasive retention techniques, and ensuring data protection compliance.

Location: Manila (Flexible working/WFH options available)

Company

Global news organization dedicated to delivering independent, quality information and services to individuals and companies worldwide.

What you will do

• Resolve customer concerns across various platforms through thorough research and prompt support.
• Handle cancellation requests using persuasive techniques to retain subscribers and highlight product benefits.
• Engage prospective subscribers to communicate the value of the company's offerings.
• Manage campaign leads for subscription renewals and other promotional activities.
• Ensure secure handling of customer information in compliance with legal regulations and data protection protocols.
• Collaborate with team leaders and escalate complex issues to appropriate teams for resolution.

Requirements

• Location: Must be based in Manila
• Proven ability to communicate clearly and persuasively, adapting to different audiences.
• Strong customer focus with a commitment to exceeding client expectations.
• High attention to detail and accuracy in all administrative and support tasks.
• Ability to work cohesively in a cross-border, multi-departmental environment.
• Resilience and adaptability to changing priorities and diverse challenges.

Culture & Benefits

• Flexible working arrangements, including the ability to work from home.
• Generous annual leave and enhanced family leave packages.
• Comprehensive health coverage, including medical and dental.
• Company match programs for financial benefits.
• Inclusive workplace culture that values diversity and supports professional career development.