Location: all cities,KY, USA
Location London, Shoreditch, United States **Description**
* **Business:** emap
* **Brands:** Daltons Business
* **Base Location:** Shoreditch
* **Employment Type:** Full time, Permanent
* **Salary:** 20k + Benefits
Daltonsbusiness.com is the UKs largest and most popular businesses for sale portal. The Daltons brand is firmly established and respected as the UKs number one media for connecting buyer and sellers of businesses and franchises. Each year Daltons Business helps 1000s of business owners sell their business.
More than 25,000 businesses and 200 franchise opportunities are listed on Daltons Business. Typically 95,000 business buyers visit the website every week and we generate an average of 27,000 buyer enquiries to business and franchise sellers every month.
This is an exciting role for a Customer Service Executive who will become a key member of the team, working with both buyers and sellers, ensuring any issues are quickly resolved. They will report to the Product Manager, and have some day-to-day contact with the Sales Manager to manage clients ongoing advertising and pro-actively monitor results in order to put in place actions to improve where necessary and help to retain existing customers.
**Responsibilities:**
* Delivering a comprehensive service to enquiring customers
* First point of contact for customer enquiries, via the phone and email, resolving queries directly, and seeking support from wider team as needs
* Resolve any enquiry issues from buyers
* Monitor enquiry emails sent from buyers, ensuring they are delivered to sellers, and working with sellers where required if problems exist (eg sellers need to whitelist us, or buyers not receiving replies to their enquiries)
* Resolve any advert activation/listing issues from sellers
* Provide marketing support to the product manager as needs eg scheduling social media posts, setting up bespoke marketing emails Keeping a record of seller interaction within the CRM system and detailing actions taken where necessary
* Aim to build sustainable relationships with sellers to support repeat business
* Review data feeds from sellers, and liaise with them to resolve any issues so future feeds import as required
* Represent the company as needed at various industry specific Events & Exhibitions
* Updating the website with new business/franchise categories and locations when needed
* Capture any site issues (either from customers or team), logging them with support and owning the issue until resolved
* Resolving any specific seller data related issue (ie advert not displaying on site, images missing)
* Provide ad hoc reports internally from agencies and franchises, including views and enquiries made per business/franchise for sale
**Key Results Areas:**
* Customer (buyers and sellers) Relationships
* Customer Retention
* Help to maintain and grow the business as appropriate
* Marketing support to Product Manager
* Maintaining strong working relationships both within the Company and with clients
**Personal Specifications and Competencies:**
**Interpersonal Skills:**
* Building and managing relationships.
* Ability to prioritise and deal with sensitive information and enquiries and taking appropriate action on a regular basis.
* Organisational awareness with the ability to operate with confidence and credibility across all functions of the Company.
**IT, Administrative and Organisational Skills:**
* Extensive knowledge of Microsoft packages including Word, Excel and Powerpoint.
* Excellent planning, organisational and time management skills, with the ability to work under pressure and to tight deadlines and to demonstrate an effective and resourceful approach to addressing issues.
**Judgement and Analysis:**
* Sound judgement with the ability to interpret, analyse and disseminate information.
* A strong understanding of business and organisational risk and the ability to analyse situations and apply judgement on decisions.
**Initiative:**
Resourceful and purposeful, with initiative, drive and a strong desire to deliver exceptional results.
* A team player both internally and externally.
**Communication skills:**
Excellent verbal and written communication skills, including the ability to present and explain management information clearly to a variety of audiences.
**Benefits:** emap is part of the Metropolis Group and we are committed to providing a happy and healthy place to work, so we offer fantastic benefits and perks to our employees.
* 25 days of holiday per year (with the option to buy or sell)
* Health plan
* Life insurance cover
* Cycle to work scheme.
* Discounted gym memberships
* Retail discount vouchers and more
We positively celebrate Diversity & Inclusion in emap. We hire great people from a wide variety of backgrounds because it makes our company stronger. We are committed to achieving a working environment that provides equality of opportunity and freedom from discrimination. We aim to become the most inclusive business in Publishing- both for our people and our customers, reflecting and connecting with the diverse communities that we work with. We want people from all backgrounds to feel valued for their individuality and to thrive in our business and feel part of the Metropolis Group.
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