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. 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.
Provide high-level telephone, email, and web chat support for the Dow Jones suite of PIB products; including Factiva and Dow Jones Risk & Compliance.
Answer global customer queries concerning content/data, product navigation, billing/account administration.
Provide professional level support to retain Dow Jones customers and increase customer loyalty.
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.
Ensure all key performance indicators and service levels 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.
Ability to listen, empathize, and effectively handle challenging customer inquiries in a professional and pleasant manner.
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 web browsing and research experience a plus.
Attention to detail and the ability to prioritize and meet deadlines.
Ability to follow a large set of procedural guidelines and to be independently resourceful when investigating/researching complex customer queries.
Positive outlook on change and flexible approach to team-based work environment and structure.
Desire to grow within the company.
Previous Customer Service experience preferred.
College degree preferred.
Salesforce experience a plus.
Fluent in Spanish/French/German 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 .
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, please reach out to us at TalentResourceTeam@dowjones.com . Please put “Reasonable Accommodation" in the subject line.
Business Area: PRINT & ENT SVCS - CUSTOMER SERVICE
Job Category: Customer Service/Support Group
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: 20393