Dow Jones Customer Service Associate in BARCELONA, Spain

Job Description:

The Wall Street Journal is America’s largest newspaper by paid circulation with more than 2.2 million

customers. In recent years, the Journal has expanded its core content offering to include coverage of the

arts, culture, lifestyle, sports, and personal health, building on its heritage as the leading source of

business and financial news. Published by Dow Jones, one of the world’s largest news gathering

operations with nearly 2,000 journalists in more than 80 bureaus, The Wall Street Journal now spans 12

editions in nine languages, engaging readers across newspapers, websites, magazines, social media, and

video. The Journal holds 35 Pulitzer Prizes for outstanding journalism.

Customer Group

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.

Customer Experience Department

The Customer Experience Department works within the Customer Group supporting our Consumer and

PIB businesses to deliver a best-in-class customer experience. The 3 main pillars of customer experience

support nearly every facet of Dow Jones globally providing campaign analytics, quality assurance,

experience design and much more. They are based out of three main locations (Princeton, NJ; Barcelona,

Spain; and Hong Kong).

Customer Service Team

This team provides 1st through 3rd level support for global customer contacts providing 24/7 coverage

for clients of our consumer and PIB products. Included with the service team is the contact center

operations which is responsible for Training, Quality Management, Service Performance reporting, Service

Design and the Systems that support the Customer Service team.

Based in: Barcelona

Reports to: Customer Service Supervisor

Key Responsibilities:

● Provide high-level telephone and e-support on Dow Jones suite of products and services by

answering our global customer queries concerning billing/account administration, pricing,

content, product navigation, and delivery

● Retain Dow Jones customers and increase customer loyalty while projecting a professional,

efficient and positive approach

● Ensure all opportunities for retention and cross-selling are identified and maximized

● Strong ability to overcome objections and enthusiastically resolve customers'' concerns while

consistently providing superior levels of customer service

● Ensure all relevant procedures are followed from beginning to resolution

● Must meet retention goals set by the company and ensure all key performance key indicators are

met

● Actively seek out opportunities for self-improvement, keeping up with new product trainings and

process knowledge

● Make independent decisions to resolve customer issues with strong problem solving and

negotiation skills

● Work with other Dow Jones departments to ensure escalated issues are handled timely and

correctly

Requirements:

● Superior verbal and written communication skills with the ability to quickly establish trust and

reliability over the phone

● Ability to listen, empathize, and effectively handle challenging customers in a professional and

pleasant manner

● Sound judgement and a commitment to customer satisfaction with the ability to build and

develop relationships to identify problems, assess needs, and find solutions

● Ability to maintain a positive attitude in an often busy and intense environment

● Strong aptitude and desire to learn new technical systems and applications

● Proficiency with Microsoft Office and web browsing

● Attention to detail and the ability to prioritize and meet deadlines

● Ability to follow a large set of procedural guidelines to a very high accuracy level and adjust to

changes when required

● Positive outlook on change and flexible approach to team-based work environment and structure

● Desire to grow with the company

● College degree preferred

Dow Jones , Making Careers Newsworthy

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 .

Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, please reach out to us at TalentResourceTeam@dowjones.com . Please put “Reasonable Accommodation" in the subject line.

Business Area: CUSTOMER EXPERIENCE

Job Category: Customer Service Group

About Us

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).

If you require assistance in completing the online application, please contact the Talent Management team for Application Help at TalentResourceTeam@dowjones.com

JobReq14185