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.
Here at Dow Jones we are looking for a Customer Service Associate . We are looking for someone who has a passion for helping people, and truly has a can-do attitude. We are offering a career with a recognized leader in the world of global news and business information. This is an opportunity to be a part of a multinational organization that focuses on its people. Dow Jones is searching for candidates who want to work within our Global Customer Service team to learn and grow from this position.
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
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 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 130 years and today has one of the world’s largest newsgathering 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 2018-31141
Job Function Customer Service
Business Area CUSTOMER ENGINE
Job Area1 Customer Experience