Customer Service Associate
Dow Jones
full-time
Posted on:
Location Type: Remote
Location: New Jersey • United States
Visit company websiteExplore more
Salary
💰 $41,392 - $50,000 per year
About the role
- Provide high-level telephone, email, and web chat support for the Dow Jones suite of PIB 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.
- Multitask, prioritize, and enthusiastically resolve customers' concerns 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.
Requirements
- High proficiency in Mandarin/Cantonese, or Japanese for both written and verbal communication within a corporate environment
- Fluent in English, for both written and verbal communication
- 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
- Positive outlook on change and flexible approach to team-based work environment and structure
- Ability to follow a large set of procedural guidelines and to be independently resourceful when investigating/researching complex customer queries
- Experience in a contact center and/or customer service environment (preferred)
- Salesforce experience is a plus
- College degree desired, or equivalent work experience
- Previous research experience (desired)
- Fluent in addition to the language applied for (this is desired, not required): German/French/Spanish/Chinese/Japanese/ Italian/Russian
Benefits
- Comprehensive Healthcare Plans
- Paid Time Off
- Retirement Plans
- Comprehensive Medical, Dental and Vision Insurance Plans
- Education Benefits
- Paid Maternity and Paternity Leave
- Family Care Benefits
- Commuter Transit Program
- Subscription Discounts
- Employee Referral Program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer serviceproblem solvingmultitaskingattention to detailtechnical systems understandingresearch experience
Soft skills
customer satisfactionrelationship buildingempathypositive attitudeflexibilityindependently resourcefulcommunication
Certifications
college degree