Our client provides news and business information to consumers and organisations around the world across multiple formats, including print, digital, mobile and live events. It has produced unrivalled quality content for more than 125 years and today has one of the world’s largest newsgathering operations with nearly 2,000 journalists in more than 75 bureaus globally. The primary role of the Customer Services team is to champion best practice in the objective governance of the contact centre provision and assessing the emerging risks and propose developments and improvements based on objective and evidence based information, such as agreed service levels and customer feedback. Your accountabilities would be: - Own a customer case by being the named case manager bringing the case to final conclusion - Provide excellent customer service to customers in a courteous, effective and timely manner to ensure resolution of escalation contacts - Handle customer second-line enquiries to resolution, following escalation from the first line teams - Investigate and resolve account queries. - Promote the products and services of our client´s brands - Perform administrative functions as may be required in order to fulfil member requirements - Updating client accounts - Troubleshooting of some technical incidents and problems including basic Apps, device and subscription problems. - Log all calls in the SalesForce Service Management Console - Support the maintenance of an active and usable knowledge base - Work as an intermediary between members and 3rd party suppliers, where required - Act as an internal voice of the customer - Work collaboratively with a variety of internal stakeholders, including technology, finance and editorial