Customer Service Associate

Job Description
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Role Title: Customer Service Associate
- English & French LanguagesAbout the Team:The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people. Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including, The Wall Street Journal, Barron's, MarketWatch, Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction.

About the Role
You will reside on the Customer Service Team, reporting to the Customer Service Supervisor. You have a passion for helping people. We are offering a career with a recognized leader in the world of global news and business information. You will be a part of a multinational organization that focuses on its people. We have 2 vacancies for this position.
Office Hours: Your

working hours
will be scheduled between 7 AM to 5:00 PM CET (shifts may change)You Will:Provide high-quality customer support by telephone, email, web chat, and other supported channels across Dow Jones products and services.
Assist customers with inquiries related to product navigation, content and data, technical support, billing and account administration, subscriptions, pricing, delivery, and other service-related needs.
Deliver professional and positive customer experiences that strengthen customer satisfaction, retention, and loyalty.
Take ownership of customer inquiries through resolution, using sound judgment and problem-solving skills to resolve complex issues.
Meet established key performance indicators, quality standards, and service-level expectations.
Collaborate with Customer Service teams and other Dow Jones departments to ensure escalated or complex issues are handled efficiently and correctly.
Maintain knowledge of Dow Jones products, services, systems, and procedures, with a willingness to learn and support additional products as business needs evolve.
Interact professionally with customers, internal stakeholders, and executives when appropriate.
You Have:High proficiency in French for both written and verbal communication within a corporate environment.
Fluency in English, for both written and verbal communication.
Strong customer focus with the ability to professionally assess and resolve customer inquiries.
Ability to quickly learn new products, systems, applications, and processes.
Strong attention to detail with the ability to multitask, prioritize, and work effectively independently and as part of a team.
Preferred experience working in a contact center or customer service environment.
Preferred experience handling complex customer concerns across multiple communication channels.
Preferred experience with Salesforce or other customer relationship management systems.
Preferred experience with customer retention, sales, research, or business information products.
Desired college degree or equivalent professional experience.
Desired additional language proficiency beyond the language required for the position.
Desired interest in developing expertise across multiple Dow Jones products and customer segments.
Desire to learn, grow, and build a career within Dow Jones.
Our BenefitsComprehensive Healthcare PlansPaid Time OffRetirement PlansComprehensive Insurance PlansEducation BenefitsFamily Care BenefitsSubscription DiscountsEmployee Referral Program#LI-HybridEqual Opportunity EmployerAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status or any other protected characteristic. We strongly encourage applications from all qualified individuals, including women, people with disabilities, and those from underrepresented groups.
Reasonable AccommodationWe are committed to providing reasonable accommodation for qualified individuals with disabilities in our job application and/or interview process. If you need assistance or accommodation in completing your application or participating in an interview due to a disability, email us at Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.
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Business Area: Dow Jones
- Customer ServiceJob Category: Customer Service & Contact Center OperationsUnion Status:Non-Union roleBase Pay Range: €20,000
- €30,000We’re committed to offering competitive and flexible compensation to attract top ta