Customer Service Associate (German) - News Corp 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.
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.
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