Global Customer Service Professional

hace 3 semanas


Barcelona, Barcelona, España News A tiempo completo

Company Overview: News Corp is a leading media and information services company that provides high-quality news, business, and financial content to customers around the world.

About the Role: We are seeking a highly skilled Customer Service Associate to join our team in Barcelona, Spain. As a Customer Service Associate, you will be responsible for providing exceptional customer support to our B2B customers through various channels, including telephone, email, and web chat.

Key Responsibilities:

  • Provide high-level support for the Dow Jones suite of B2B products, including Factiva, Dow Jones Risk & Compliance, and Dow Jones Newswires.
  • 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 investigate and resolve customers' queries 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.

Requirements:

  • Highly proficient in German and English for both written and verbal communication within a corporate environment (the majority of the customer interactions are in English).
  • 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.
  • Ability to understand new technical systems and applications quickly.
  • Attention to detail and the ability to multitask, prioritize, and meet deadlines.
  • Ability to follow a large set of procedural guidelines and to be independently resourceful when investigating/researching complex customer queries.
  • A positive outlook on change and a flexible approach to team-based work environment and structure.

Preferred Qualifications:

  • Experience in a contact center and/or customer service environment.

Compensation Package: The estimated salary for this position is €35,000 - €45,000 per annum, depending on experience and qualifications.



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