Customer Service Agent

Dun & Bradstreet; Helsinki; On-site; EUR 30 000 - 45 000; Full time

Job summary

A leading company in the financial data sector seeks a Customer Service Agent in Helsinki. The role involves delivering a superior customer experience through effective support for various inquiries, ensuring satisfaction, and working closely with local and Nordic teams. Candidates should be adaptable, excellent communicators, and familiar with CRM systems.

Qualifications

• Good communicative knowledge and active listening abilities.
• Customer support experience preferred, especially in phone/email environments.
• Knowledge of financial records and data management.

Responsibilities

• Provide accurate and timely customer support via phone and email.
• Manage irate contacts and deliver resolutions to enhance customer satisfaction.
• Uphold high CSAT and operational performance standards.

Skills

Customer-oriented

Active listening

Problem-solving

Communicative skills

Technical adaptability

Tools

CRM systems

Microsoft Suite

Job description

Customer Service Agent

As a Customer Service Agent, you are the first point of contact for local market customer enquiries. You are a Junior or Senior Agent with broad knowledge of all products and services within D&B with cutting-edge expertise in certain areas. You will act with D&B’s voice when servicing the customers, as well as being the customer voice within the organization whenever relevant. The role is placed within the Customer Service 1st Line, which is a team within the Nordic Customer Service unit.

The overall goal of your role is to deliver the best possible customer experience while ensuring we achieve and sustain efficiency and quality in our way of working.

You work closely with colleagues in your local team, as well as collaborate with teams throughout the Nordic markets when relevant.

Key Responsibilities:

• Provide accurate, timely, complete and consistent customer support involving telephone inquiries, email requests and Web-based inquiries from customers of Dun & Bradstreet, including customers, sales representatives, and 3rd Party customers.
• Takes ownership and has full responsibility throughout the entire interaction with customer.
• Responsible for working in a team environment to provide an exceptional level of service to all customers by listening empathetically to the customer, identifying and defining the customer needs and delivering service to meet those needs.
• Uphold high levels of Customer Satisfaction (CSAT) and appropriate operational performance standards.
• Continually upskilling knowledge and pursuing operational efficiency to drive FCR (First Contact Resolution).
• Effectively manage irate contacts and successfully deliver resolutions that produce high levels of customer satisfaction.
• Stays current on products, services, promotions, procedures and technology
• Performs other duties and/or activities as assigned.
• Measured by:

1. CSAT
2. TAT
3. FCR

• Work to ensure that any statutory task is handled within regulatory timescales.
• Work to ensure regulatory and compliance metrics are met, where required.

Profile

• Good communicative knowledge, including active listening, information gathering and solution focused.
• Customer-oriented with an ability to put oneself in someone else's perspective.
• Technically fast-paced.

Hard Skills

• Good administration skills.
• Basic understanding of data management.
• Understanding of financial records, legal opinions and personal information.
• Accustomed to working with CRM systems, IVR’s and multiple interfaces.

Soft Skills

• Takes responsibility and supports the team.
• High stress resistance.
• Adaptable and flexible to a changing environment.
• Excellent written and verbal communication skills in both English and local language

Prior Experience

• Well acquainted to working with phone and/or email as main tools, preferably in a customer support role.
• Contact Center and CRM, as well as PC literate and working knowledge of Microsoft Suite.
• Close customer contact.

Job Requirements:

• Ability to sit, speak and operate telephone and/or computer for long periods of time
• Ability to handle pressure, stressful conditions, and conflict resolution
• Regular attendance in the office

**All applications must be submitted in English. Please note that interviews will also be conducted in English**