B2B Customer Support Specialist
hace 6 días
Position Overview
The mission of Dow Jones Customer Service (DJCS) is to deliver exceptional service to our clients while ensuring a positive experience for our team members.
Our dedicated team is responsible for providing meaningful interactions by assisting clients in accessing reliable news and business insights from our prestigious brands, including The Wall Street Journal, Barron's, MarketWatch, Dow Jones Factiva, and Dow Jones Risk & Compliance. We pride ourselves on our collaborative approach, striving for excellence in every client engagement.
Role: Customer Service Associate - B2B
Location: EMEA
Reporting To: Customer Service Supervisor
Key Responsibilities:
- Deliver high-quality support via telephone, email, and web chat for the Dow Jones suite of B2B products, including Factiva, Dow Jones Risk & Compliance, and Dow Jones Newswires.
- Address global client inquiries related to content/data, product navigation, billing/account management, and more.
- Provide professional support to enhance client retention and foster loyalty.
- Exhibit strong multitasking abilities, prioritize effectively, and proactively resolve client inquiries while consistently delivering superior customer service.
- Adhere to all relevant procedures from initiation to resolution.
- Meet all key performance indicators and service level agreements.
- Seek opportunities for self-improvement and engage in training for new products and procedures.
- Collaborate with other departments to ensure efficient and accurate handling of escalated issues.
Qualifications:
Required:
- Fluency in German and English, both written and verbal, within a corporate context (most client interactions are conducted in English).
- Commitment to client satisfaction with the ability to build and nurture relationships to identify issues, assess needs, and provide solutions.
- Strong listening skills, empathy, and the capability to manage challenging client inquiries professionally.
- Ability to maintain a positive demeanor in a fast-paced and often stressful environment.
- Quick adaptability to new technical systems and applications.
- Attention to detail with the ability to multitask, prioritize, and meet deadlines.
- Capacity to follow extensive procedural guidelines and demonstrate resourcefulness when addressing complex client inquiries.
- A positive attitude towards change and a flexible approach to teamwork.
Preferred:
- Experience in a contact center or customer service environment.
Desired:
- Salesforce experience is advantageous.
- Aspirations for career growth within the organization.
- A college degree is preferred.
- Previous research experience is a plus.
- Proficiency in additional languages such as French, Russian, Spanish, or Japanese is beneficial.
Benefits:
- Comprehensive healthcare plans.
- Paid time off.
- Retirement plans.
- Comprehensive insurance options.
- Family care benefits.
- Subscription discounts.
- Employee referral program.
Dow Jones is an equal opportunity employer, committed to providing reasonable accommodations for qualified individuals with disabilities throughout the job application and interview process.
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