Job Description

Job Responsibilities:

• Highly proficient in English for both written and verbal communication within a corporate environment
• 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 an often 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
• Positive outlook on change and flexible approach to team-based work environment and structure
• Ability to follow a large set of procedural guidelines and to be independently resourceful when investigating/researching complex customer queries
• Provide high-level telephone, email, and web chat support for the Client’s suite of PIB products; including Factiva, Client’s Risk & Compliance, and Client’s Newswires.
• Answer global customer queries concerning content/data, product navigation, billing/account administration, and more.
• Provide professional-level support to retain Client’s customers and increase customer loyalty.
• Strong ability to multitask, prioritize, and enthusiastically resolve customers' concerns while consistently providing superior levels of customer service.
• Ensure all relevant procedures are followed from beginning to resolution.
• Ensure all key performance indicators and service levels are met.
• Actively seek out opportunities for self-improvement, and participate in new product and procedural training.
• Work with other Client’s departments to ensure escalated issues are handled efficiently and correctly.

Skills:

• Salesforce experience is a plus
• Desire to grow within the company
• Previous research experience desired

Education/Experience:

• College degree desired

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