Job: Customer Service Rep Duration: 6 Months Location: PRINCETON, NJ 8543Job Description: Qualifications: This position is currently Hybrid with one day a week (Wednesday) in the Princeton office, which can increase with business needs.
Once candidate can work independently, shifts can vary: 8-4, 9-5, 11-7, and 12-8 (7 hour shifts/35 hours per week)
There is a 4 week training 9:00 AM - 5:00 PM The position resides in the Customer Service Team, reporting to the Customer Service Supervisor. We are currently looking for a Customer Service Associate. 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. Client is searching for candidates who want to work within our Global Customer Service team to learn and grow from this position.
REQUIRED QUALIFICATIONS: - 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
PREFERED QUALIFICATIONS: Experience in a contact center and/or customer service environment
DESIRED QUALIFICATIONS: - Desire to grow within the company
Previous research experience desired
Responsibilities: KEY RESPONSIBILITIES:
Provide high-level telephone, email, and web chat support for the suite of B2B products; including Factiva, Risk & Compliance, and 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.
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 departments to ensure escalated issues are handled efficiently and correctly.