Customer Service Associate

Dow Jones & Company; Barcelona; Presencial; EUR 25.000 - 35.000; Jornada completa

Descripción de la vacante

A global news organization in Barcelona is seeking a Customer Service Associate to provide exceptional support for their B2B products. This role requires proficiency in multiple languages, strong multitasking abilities, and a commitment to customer satisfaction. The successful candidate will assist customers with inquiries and contribute to building long-term relationships while meeting performance goals. An inclusive work environment and various benefits are offered, making this a rewarding opportunity for professionals in customer support.

Servicios

Comprehensive Healthcare Plans

Paid Time Off

Retirement Plans

Comprehensive Insurance Plans

Family Care Benefits

Subscription Discounts

Employee Referral Program

Formación

• Proficient in multiple languages for customer interactions.
• Commitment to customer satisfaction and relationship building.
• Ability to handle challenging inquiries professionally.
• Capacity to thrive in busy and stressful environments.
• Quick understanding of new technical systems.
• Strong attention to detail and prioritization skills.
• Independent problem-solving skills for complex queries.

Responsabilidades

• Provide high-level support for B2B products.
• Address customer queries regarding content and billing.
• Retain customers and enhance loyalty through service.
• Meet key performance indicators and service levels.
• Collaborate with other departments for issue resolution.

Conocimientos

Proficient in French

Proficient in Spanish

Proficient in Italian

Proficient in English

Customer relationship building

Ability to listen and empathize

Multitasking ability

Attention to detail

Adaptability to change

Educación

College degree (preferred)

Herramientas

Salesforce

Descripción del empleo

Job 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 Barrons 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. We are offering a career with a recognized leader in the world of global news and business information. 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)

• Proficient in French / Spanish Italian 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

Preferred

• Experience in a contact center and / or customer service environment

Desired

• Salesforce experience is a plus
• Desire to grow within the company
• College degree desired
• Previous research experience desired
• Fluency in German / Russian / Spanish / Japanese a plus (in addition to the language applied for)

Our Benefits

• Comprehensive Healthcare Plans
• Paid Time Off
• Retirement Plans
• Comprehensive Insurance Plans
• Family Care Benefits
• Subscription Discounts
• Employee Referral Program

#LI-Hybrid

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 law. EEO / Disabled / Vets. We strongly encourage applications from all qualified individuals including women people with disabilities and those from underrepresented groups. 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 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 - Customer Service

Job Category : Customer Service & Contact Center Operations

Union Status : Non-Union role

Required Experience : IC

Employment Type : Full-Time

Experience : years

Vacancy : 1