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The Wall Street Journal · 18 hours ago

Customer Service Associate

Princeton

Full-time

Hybrid

Entry Level

$41K/yr - $50K/yr

1+ years exp

Dow Jones & Company, known for its leadership in global news and business information, is seeking a Customer Service Associate to join their Global Customer Service team. The role involves providing high-level support through various channels to enhance customer experience and loyalty while ensuring adherence to service standards.

FinanceFinancial ServicesInternet

Responsibilities

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

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

Qualification

Customer service experienceEnglish proficiencySalesforce experienceMultitasking abilityPositive attitudeAttention to detailProblem-solving skillsTeamwork

Required

1+ years of relevant customer service experience

High proficiency/fluency in English language 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

Strong ability to multitask, prioritize, and enthusiastically resolve customers' concerns while consistently providing superior levels of customer service

Ability to listen, empathize, and effectively handle challenging customer inquiries in a professional and pleasant manner

A positive attitude in an often busy environment

Ability to understand new technical systems and applications

Attention to detail, the ability to multitask, prioritize, and meet deadlines

Positive outlook on change and a 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