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.
Where am I based?
South Brunswick/Princeton Office
What do we do?
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 our customers.
Who is my manager?
Customer Service Supervisor
What are my accountabilities?
Operate a switchboard, providing telephone support to callers by addressing their issue or query and routing their call to the appropriate department or individual
Correctly diagnose callers’ issues by asking relevant probing questions and utilizing effective listening skills
Assist in identifying opportunities for improvement with technology systems and procedures, and initiate appropriate action to implement process changes
Support the maintenance of an active and useable knowledge base
Maintain a high degree of customer service for all queries and adhere to all service management principles and Service Level Agreements
Update client accounts
Handle account administration and billing tasks with a high level of accuracy
Log all account activities in appropriate CRM and databases in an efficient and accurate manner.
Interact with our internal partners to ensure resolution of customer issues
Process and research daily customer issues generated by internal propriety systems
Process and research daily customer issues/cases submitted via internal systems
Work on special projects as needed
Act as an internal voice of the customer
What do you need from me?
Efficient and pleasant telephone and face to face manner
Ability to communicate at all levels within and outside the company
Ability to prioritise and multi-task
Ability to use initiative and be pro-active
Strong organisational skills and attention to detail
Good working knowledge of Microsoft Office
How do I apply?
If you feel that this exciting and fast paced position matches your skills, experience and motivation then please apply here.
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).
Equal Opportunity Employer:
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets
Requisition ID 2017-29584
Job Locations USA-NJ-PRINCETON
Job Function Customer Service
Business Area CUSTOMER EXPERIENCE
Job Area1 Customer Experience
Job Area2 ..