Customer Care Advisor Specialist

Dow Jones & Company; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading information services firm is looking for a customer service professional specialized in postsales support in the United Arab Emirates, Dubai. You will maintain relationships with strategic clients, ensuring satisfaction and exploring expansion opportunities. The ideal candidate has extensive experience in customer advocacy and the ability to engage clients effectively. This role requires strong analytical skills, empathy, and the capability to articulate complex solutions. Join us to enhance our customers' experiences and drive value across the energy sector.

Qualifications

• 35 years of experience in customer engagement and software postsales activities.
• Knowledge of coal, steel, and chemical markets.
• Ability to explain complex material and anticipate objections.

Responsibilities

• Maintain strong relationships with top strategic customers.
• Train and support customers on OPIS solutions.
• Provide feedback on product enhancements.

Skills

Customer advocacy

Understanding business issues

Critical thinking

Analytical skills

Empathy

Exceptional verbal skills

Interpersonal skills

Multitasking

Job description

Job Description

Your Role

Do you form strong connections with your customers and push them to think in creative ways that will maximize your products value and achieve desired results? Are you an effective teacher and can simply yet effectively guide your customer to success? Have you perfected the craft of active listening and empathy and can fully focus on the customer to ensure their success with your product? Have you received the honorable status as a trusted advisor with customers turning to you for reliable information backed by data, experience, and educated intuition? Do you have a creative ability to persuade customers to use your product in a way they didn't realize they could? Do Product Managers respect you because you know the product as well as they do? If you answered yes to these questions then we'd like to meet you!

Responsibilities

This role will be focused on the postsales relationship with our top strategic customers which will include growing adoption ensuring retention and identifying expansion opportunities while maintaining high levels of satisfaction.

As the position evolves this colleague will be expected to use their knowledge of client needs to also:

• Spend time equally between training customers and supporting customers.

• Work closely with the Account Team and Product Owners to find opportunities for new usage of OPIS solutions across organizational functions.

• Provide feedback on product enhancements.

• Create, develop and maintain client files and ensure questions are routed to the appropriate team member.

• Assemble documentation like services offered policy or product summaries, presentations, etc. for clients.

• Coordinate information flow from client through the organization and back to the client.

About You

• 35 years of experience in a related function with direct customer advocacy and engagement experience in software postsales activities.

• Skilled at understanding a customer's business issues and recommending appropriate solutions.

• Knowledge of coal steel and chemical markets and services.

• Ability to explain complex material while anticipating potential objections.

• Strong client services orientation: listening, critical thinking, analytical skills and a high degree of empathy.

• Exceptional verbal, written, social and interpersonal skills as well as expertise in building long‑term strategic relationships.

• Thrives in a multitasking environment and can adjust priorities on the fly while still having the ability to focus on details.

About Us

OPIS, a Dow Jones company, provides price transparency across the global fuel supply chain including the Spot, Wholesale, Rack and Retail markets. OPIS enables customers to buy and sell energy commodities with confidence via multiplatform access to accurate data, realtime news, powerful software and educational events. Our commitment to reliability is reinforced by personalized customer service and constant innovation. OPIS listens to what energy stakeholders need and responds with flexible and easy‑to‑use products. Navigating world fuel markets is complex; OPIS makes it simpler.

Our industry‑leading proprietary benchmark chemical, coal and petroleum price markers help producers and suppliers, utility and power generators, traders, financial institutions, integrated oil and gas companies, governments and end‑users buy and sell commodities profitably as well as perform critical market analysis on how chemical, coal and petroleum affect the energy market and other fuels.

Our products provide clients with:

• Daily news

• Indices and proprietary pricing

• Data and analytics

• Commentary and industry analysis

• Advisory services

• Company information

• Industry events attended by top producers, consumers and traders where deals are often closed.

Reasonable accommodation

Dow Jones Making Careers Newsworthy We are 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 Dow Jones. We are 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, email us at (please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need). This inbox will not be monitored for application status updates.

Business Area

Dow Jones OPIS CMA

Job Category

Customer Service & Contact Center Operations

Union Status

NonUnion role

Required Experience

Unclear Seniority