Customer Service Associate – B2B

hace 2 semanas

Barcelona, España Dow Jones A tiempo completo

Job Description

:

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.

Customer Service Associate - B2B

Based in: Barcelona (EMEA)

Reports to: Customer Service Supervisor

Position Summary:

The position resides in the Customer Service Team, reporting to the Customer Service Supervisor. We are currently looking for a Customer Service Associate. Someone who has a passion for helping people and truly has a can-do attitude. We are offering a career with a recognized leader in the world of global news and business information. Please note that this role includes working on select weekends and public holidays.

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.

QUALIFICATIONS:

Required

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

Experience in a contact center and/or customer service environment

Desired

Salesforce experience is a plus

Desire to grow within the company

College degree desired

Previous research experience desired

Fluency in French/Russian/Spanish/Japanese a plus (in addition to the language applied for)

Our Benefits

Comprehensive Healthcare Plans

Paid Time Off

Retirement Plans

Comprehensive Insurance Plans

Family Care Benefits

Subscription Discounts

Employee Referral Program

Please apply using a recent resume (without a DOB or profile photo)."

Reasonable accommodation: Dow Jones, Making Careers Newsworthy - 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 Dow Jones is 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, 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.

Business Area: Dow Jones - Customer Service

Job Category: Customer Service & Contact Center Operations

Union Status:

Non-Union role

Since 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron’s, MarketWatch and Financial News.

This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.

If you are a current employee at Dow Jones, do not apply here. Please go to the Career section on your Workday homepage and view "Find Jobs - Dow Jones." Thank you.

Req ID: 41970

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