Customer Service Associate at Dow Jones

Barcelona, Catalonia, Spain

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Media, Publishing, Financial InformationIndustries

Requirements

Proficient in French and English for both written and verbal communication within a corporate environment (majority of interactions in English)
Commitment to customer satisfaction with the ability to build and develop relationships to identify problems, assess needs, and find solutions
Ability to listen, empathize, and effectively handle challenging customer inquiries in a professional and pleasant manner
Ability to maintain a positive attitude in a busy and stressful environment
Ability to understand new technical systems and applications quickly
Attention to detail and the ability to multitask, prioritize, and meet deadlines
Ability to follow a large set of procedural guidelines and be independently resourceful when investigating/researching complex customer queries
A positive outlook on change and a flexible approach to team-based work environment and structure
Preferred
Experience in a contact center and/or customer service environment
Salesforce experience
Desire to grow within the company
College degree
Previous research experience
Fluency in German/Russian/Spanish/Japanese a plus (in addition to required languages)

Responsibilities

Provide high-level telephone, email, and web chat support for Dow Jones B2B products (Factiva, Dow Jones Risk & Compliance, Dow Jones Newswires)
Answer global customer queries concerning content/data, product navigation, billing/account administration, and more
Provide professional-level support to retain customers and increase customer loyalty
Multitask, prioritize, and enthusiastically investigate and resolve customer queries while providing superior customer service
Ensure all relevant procedures are followed from beginning to resolution
Ensure all key performance indicators and service levels are met
Actively seek opportunities for self-improvement and participate in new product and procedural training
Work with other Dow Jones departments to ensure escalated issues are handled efficiently and correctly

Skills

Key technologies and capabilities for this role

Customer ServiceTelephone SupportEmail SupportWeb ChatB2B SupportBilling AdministrationAccount ManagementMultitaskingQuery Resolution

Questions & Answers

Common questions about this position

Is this a full-time position?

Yes, this is a full-time employment opportunity.

Where is this role based?

The role is based in Barcelona (EMEA) and requires on-site presence, including working on select weekends and public holidays.

What language skills are required for this position?

Proficiency in French and English is required for both written and verbal communication in a corporate environment, with most customer interactions in English.

What is the company culture like for this team?

The team is collaborative, focused on delivering excellence in every customer interaction, and values a positive attitude in a busy environment.

What makes a strong candidate for this Customer Service Associate role?

Strong candidates demonstrate a passion for helping people, a can-do attitude, proficiency in French and English, ability to handle challenging inquiries professionally, multitask effectively, and adapt quickly to new systems.

Dow Jones

Provides business news and financial data

About Dow Jones

Dow Jones provides business news, financial information, and data intelligence to financial firms, professionals, and investors globally. Its main products include the Wall Street Journal, Dow Jones Newswires, and Factiva, which offer timely news, exclusive insights, and comprehensive data sets. Additionally, Dow Jones offers risk and compliance solutions to help businesses navigate issues like anti-money laundering and economic sanctions. Unlike many competitors, Dow Jones focuses on a subscription-based model, data licensing, and advertising revenue, utilizing its extensive media and data resources to equip clients with the necessary information for informed decision-making.

New York City, New YorkHeadquarters

1881Year Founded

ACQUISITIONCompany Stage

Fintech, Financial ServicesIndustries

5,001-10,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Comprehensive Healthcare Plans

Comprehensive Medical, Dental and Vision Insurance Plans

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Paid Time Off

Paid Vacation

Paid Maternity and Paternity Leave

Family Care Benefits

Family Care Benefits & Caregiving Support

Commuter Transit Program

Subscription Discounts

Employee Referral Program

Education Benefits

Retirement Plans

Comprehensive Insurance Plans

Lifestyle programs & Wellness Resources

Risks

Competition from digital-native platforms like Bloomberg and Reuters is increasing.

AI-generated content threatens traditional journalism models.

Subscription fatigue may impact Dow Jones' revenue model.

Differentiation

Dow Jones offers a unique blend of news, data, and risk compliance solutions.

The Wall Street Journal is America's largest newspaper by total average circulation.

Dow Jones provides content in 28 languages, enhancing global reach.

Upsides

Increased demand for real-time financial news boosts subscription-based services.

AI-driven journalism tools enhance content creation and personalization.

Growing importance of ESG data creates opportunities for expanded offerings.

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