Customer Service Rep

SGS Consulting; Williamstown (NJ); On-site; USD 42,000 - 62,000; Full time

Job summary

SGS Consulting seeks a dedicated customer support professional in New Jersey to deliver high-quality service across multiple channels. The role emphasizes proactive problem solving, relationship building, and adherence to established procedures.

The ideal candidate demonstrates strong English communication, a customer-centric mindset, and the ability to adapt to evolving product platforms and guidelines. On-site position with opportunities for professional development.

Qualifications

• Strong English written and verbal communication in a corporate setting.
• Ability to handle challenging customer inquiries professionally.
• Ability to follow procedures and meet deadlines.
• Willingness to learn new systems quickly.

Responsibilities

• Provide high-level telephone, email, and web chat support for PIB products including Factiva, Risk & Compliance, and Newswires.
• Answer global customer queries concerning content/data, product navigation, billing/account administration, and more.
• Provide professional-level support to retain customers and increase loyalty.
• Multitask, prioritize, and resolve concerns while maintaining superior service levels.
• Follow all relevant procedures from start to finish and meet key performance indicators.

Skills

Salesforce

Customer service

Communication

Research experience

Education

College degree

Job description

Job Responsibilities

• Highly proficient in English 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
• 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
• Positive outlook on change and 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
• Provide high-level telephone, email, and web chat support for the Client’s suite of PIB products; including Factiva, Client’s Risk & Compliance, and Client’s Newswires.
• Answer global customer queries concerning content/data, product navigation, billing/account administration, and more.
• Provide professional-level support to retain Client’s customers and increase customer loyalty.
• Strong ability to multitask, prioritize, and enthusiastically resolve customers' concerns 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 Client’s departments to ensure escalated issues are handled efficiently and correctly.

Skills

• Salesforce experience is a plus
• Desire to grow within the company
• Previous research experience desired

Education/Experience

• College degree desired