Job Description :
Here at Dow Jones we are looking for a Customer Service Associate. We are looking for 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. This is an opportunity to be a part of a multinational organization that focuses on its people.
Dow Jones is searching for candidates who want to work within our Global Customer Service team to learn and grow from this position.
Key Responsibilities :
Provide high-level telephone and e-support for the Dow Jones suite of PIB products, including Factiva and Dow Jones Risk & Compliance, answering global customer queries concerning billing / account administration, content, product navigation, and delivery
Retain Dow Jones customers and increase customer loyalty while projecting a professional, efficient and positive approach
Strong ability to multi-task, prioritize, and enthusiastically resolve customers' concerns while consistently providing superior levels of customer service
Ensure all relevant procedures are followed from beginning to resolution
Must ensure all key performance indicators are met
Actively seek out opportunities for self-improvement, keeping up with new product trainings and process knowledge
Work with other Dow Jones departments to ensure escalated issues are handled efficiently and correctly
Superior verbal and written communication skills with the ability to quickly establish trust and reliability over the phone
Fluent in English and German; fluency in French as well is a plus
Ability to listen, empathize, and effectively handle challenging customer inquiries in a professional and pleasant manner
Sound judgment and a commitment to customer satisfaction with the ability to build and develop relationships to identify problems, assess needs, and find solutions
Ability to maintain a positive attitude in an often busy and intense environment
Strong aptitude and desire to learn new technical systems and applications
Proficiency with Microsoft Office and web browsing
Attention to detail and the ability to prioritize and meet deadlines
Ability to follow a large set of procedural guidelines to a very high accuracy level and adjust to changes when required
Positive outlook on change and flexible approach to team-based work environment and structure
Desire to grow with the company
Previous Customer Service experience preferred
College degree preferred
Salesforce experience a plus
Dow Jones , Making Careers Newsworthy
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.
EEO / AA / M / F / Disabled / Vets .