Customer Service Administrator
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.
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.
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: Princeton, NJ
Reports to: Customer Service Supervisor
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 proprietary systems
Process and research daily customer issues/cases submitted via internal systems
Process and research daily customer disputes submitted through credit card companies
Work on special projects as needed
Act as an internal voice of the customer
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 proactive
Strong organisational skills and attention to detail
Good working knowledge of Microsoft Office