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Customer Service Administrator
Dow Jones
Princeton, NJ, United States
Job Details - this job has expired, please see similar jobs below
Job Description:
Key Responsibilities:
• 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
Requirements:
• 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
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 ENGINE