Customer Service Associate

hace 7 días

Barcelona, España Dow Jones A tiempo completo

Job Description:
Based in: Barcelona (currently work from home)

Reports to: Customer Service Supervisor

Position Summary:
Key Responsibilities:

- Answer global customer queries concerning content/data, product navigation, billing/account administration, and more.
- Provide professional-level support to retain Dow Jones customers and increase customer loyalty.
- Strong ability to multitask, prioritize, and enthusiastically resolve customers' concerns while consistently providing superior levels of customer service.
- Ensure all relevant procedures are followed from beginning to resolution.
- Ensure all key performance indicators and service levels are met.
- Actively seek out opportunities for self-improvement, and participate in new product and procedural training.
- Work with other Dow Jones departments to ensure escalated issues are handled efficiently and correctly.

QUALIFICATIONS:
Required
- Superior verbal and written communication skills with the ability to quickly establish trust and reliability
- German native level proficiency in written and spoken communication
- Commitment to customer satisfaction with the ability to build and develop relationships to identify problems, assess needs, and find solutions
- Ability to listen, empathize, and effectively handle challenging customer inquiries in a professional and pleasant manner
- Ability to maintain a positive attitude in an often busy and stressful environment
- Attention to detail and the ability to multitask, prioritize, and meet deadlines
- Positive outlook on change and flexible approach to team-based work environment and structure
- Ability to follow a large set of procedural guidelines and to be independently resourceful when investigating/researching complex customer queries

Preferred
- Previous Customer Service experience preferred

Desired
- Salesforce experience a plus
- Desire to grow within the company
- College degree desired
- Previous research experience desired
- Fluency in German/Spanish/Chinese/Japanese/Italian/Russian a plus

Our Benefits
- Comprehensive Healthcare Plans
- Paid Time Off
- Retirement Plans
- Comprehensive Insurance Plans
- Education Benefits
- Family Care Benefits
- Commuter Transit Program
- Subscription Discounts
- Employee Referral Program

Dow Jones, Making Careers Newsworthy

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets.

Business Area: PRINT & ENT SVCS - CUSTOMER SERVICE

Job Category: Customer Service/Support Group

Req ID: 27490

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