Customer Service Associate
hace 1 mes
About the Role
The Dow Jones Customer Service team is seeking a highly skilled and customer-focused individual to join our team as a Customer Service Associate - B2B. As a key member of our team, you will be responsible for providing exceptional customer service to our B2B customers, ensuring their needs are met and exceeded.
Key Responsibilities
- Provide high-level telephone, email, and web chat 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.
Benefits
- Comprehensive Healthcare Plans.
- Paid Time Off.
- Retirement Plans.
- Comprehensive Insurance Plans.
- Family Care Benefits.
- Subscription Discounts.
- Employee Referral Program.
How to Apply
Please apply using a recent resume (without a DOB or profile photo). We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
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