Customer Service Associate (German) in BARCELONA, SpainJob 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.
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 who has a passion for helping people and truly has a can-do attitude. 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.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 a 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.Preferred: Experience in a contact center and/or customer service environment.Salesforce experience is a plus.Desire to grow within the company.Fluency in additional languages (German/Russian/Spanish/Japanese) is a plus.Benefits: Comprehensive Healthcare PlansPaid Time OffRetirement PlansFamily Care BenefitsSubscription DiscountsEmployee Referral ProgramEqual Opportunity Employer: Dow Jones is 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 law.
Business Area: Dow Jones - Customer Service
Job Category: Customer Service & Contact Center Operations
Union Status: Non-Union role
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