Global Customer Support & Success Specialist

News Corp.; Honolulu (HI); On-site; USD 42,000 - 55,000; Full time

Benefits offered by this job

Healthcare

PTO

Retirement

Dental & Vision

Education Benefits

Parental Leave

Family Care

Transit Program

Discounts

Referral Program

Job summary

Dow Jones is seeking a Customer Service professional to join our global team, based in the Princeton, NJ office. You will provide high-level support across the Dow Jones PIB product suite, including Factiva and Dow Jones Risk & Compliance, handling inquiries and billing tasks with a focus on customer loyalty.

You will collaborate with multiple departments to resolve issues, meet KPIs, and participate in ongoing product training to advance your career in a leading information services company.

Qualifications

• 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.
• Experience in a contact center and/or customer service environment (Preferred).
• Salesforce experience (a plus).
• Desire to grow within the company.
• College degree (desired) or equivalent work experience.
• Previous research experience (desired).

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.

Skills

English proficiency

Customer service

Multitasking

Communication skills

Problem solving

Education

College degree or equivalent

Tools

Salesforce

Job description

Dow Jones is seeking a Customer Service professional to join our global team, based in the Princeton, NJ office. You will provide high-level support across the Dow Jones PIB product suite, including Factiva and Dow Jones Risk & Compliance, handling inquiries and billing tasks with a focus on customer loyalty.

You will collaborate with multiple departments to resolve issues, meet KPIs, and participate in ongoing product training to advance your career in a leading information services company.