We break stories, influence ideas, and advance business intelligence and cultural interest. We expose the events that turn markets, the digital breakthroughs that transform art, the demand that drives invention, as well as the political and societal passing moments and lasting consequences. We are the people of Dow Jones. From different fields, backgrounds and viewpoints we invite you to join us.
Examine the world and bring it to others.
Customer Service Associate (Italian)
Barcelona in BARCELONA, Spain
United by our ambitions, the Dow Jones Customer group will attract and retain customers
by creating distinctive experiences and valued relationships for mutual profit. We work
across all of the elite Dow Jones brands to appeal to a broad, high-level client base and
provide a distinctive experience to each one. In addition, the group’s focus is on consistently
providing excellent service and developing and nurturing valued, lasting relationships with
The primary role of the Customer Services team is to champion best practice in the
objective governance of the contact centre provision and assessing the emerging risks and
propose developments and improvements based on objective and evidence based
information, such as agreed service levels and customer feedback.
What are my accountabilities?
manner to ensure resolution of escalation contacts
service management principles and Service Level Agreements
first line teams
Investigate and resolve account queries.
Promote the products and services of Dow Jones brands
Perform administrative functions as may be required in order to fulfill member
Updating client accounts
Troubleshooting of some technical incidents and problems including basic Apps,
device and subscription problems.
Escalate unresolved cases to management
Log all calls in the SalesForce Service Management Console
Support the maintenance of an active and usable knowledge base
Work as an intermediary between members and 3rd party suppliers, where required
Have a confident and assertive manner
Act as an internal voice of the customer
Work collaboratively with a variety of internal stakeholders, including technology,
finance and editorial
What do you need from me?
Experience as part of a busy customer services team
Knowledge of SalesForce
Fluency in both English and Italian (Written and Verbal)
Being computer literate with a basic technical knowledge of and competence in
websites, smartphones and tablets
Handling customer queries
Providing excellent customer service
Excellent written and verbal English communication skills
Being professional and flexible
Positive and driven to succeed in a customer service environment
Managing multiple tasks and used to working in a target-driven environment
Excellent organisational and administrative skills
Looking for a long-term career in customer services
Recognition that operational roles of this nature may involve some element of
weekend oversight, plus unscheduled incident and crisis management.
What we offer?
In return, we offer a professional, progressive and multicultural environment for you to grow
both personally as well as a wide range of benefits offered by a global company.
How do you apply?
If you feel that this position matches your skills, experience and motivation please submit
Please note only candidates requested for interview will be contacted.
Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 125 years and today has one of the world’s largest news gathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Factiva, Barron’s, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.Dow Jones is a division of News Corp (NASDAQ: NWS, NWSA; ASX: NWS, NWSLV).
Requisition ID 2017-29582
Job Locations ESP-BARCELONA
Job Function Customer Service
Business Area CUSTOMER EXPERIENCE
Job Area1 Customer Experience
Job Area2 ..