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Customer Service Representative
hace 2 meses
We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at Dow Jones. As a key member of our Customer Service Team, you will be responsible for providing exceptional support to our B2B customers, ensuring their needs are met and exceeded.
Key Responsibilities- Provide high-level support to B2B customers via phone, email, and web chat, addressing their queries and concerns in a professional and timely manner.
- Answer complex customer inquiries related to content, data, product navigation, billing, and account administration.
- Work closely with internal teams to resolve customer issues and improve overall customer satisfaction.
- Develop and maintain a deep understanding of our B2B products and services, including Factiva, Dow Jones Risk & Compliance, and Dow Jones Newswires.
- Collaborate with colleagues to identify and implement process improvements, ensuring seamless customer experiences.
- Meet and exceed key performance indicators (KPIs) and service level agreements (SLAs) for customer support.
- Fluency in German and English for both written and verbal communication in a corporate environment.
- Strong commitment to customer satisfaction, with the ability to build and develop relationships to identify problems, assess needs, and find solutions.
- Excellent listening, empathy, and conflict resolution skills, with the ability to handle challenging customer inquiries in a professional and pleasant manner.
- Ability to maintain a positive attitude in a fast-paced and dynamic environment.
- Strong analytical and problem-solving skills, with the ability to understand new technical systems and applications quickly.
- Attention to detail and ability to multitask, prioritize, and meet deadlines.
- Ability to follow procedural guidelines and be independently resourceful when investigating complex customer queries.
- Experience in a contact center and/or customer service environment.
- Comprehensive healthcare plans.
- Paid time off.
- Retirement plans.
- Comprehensive insurance plans.
- Family care benefits.
- Subscription discounts.
- Employee referral program.
