? Provide high-level telephone, email, and web chat support for the client's suite of PIB products; including Factiva, Client's Risk & Compliance, and Newswires.
? Answer global customer queries concerning content/data, product navigation, billing/account administration, etc.
? 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 departments to ensure escalated issues are handled efficiently and correctly.
Quals--
*This position is hybrid: Currently, Wednesdays are mandatory in the Princeton office with Mondays, Tuesdays, Thursdays & Fridays WFH. However, this can change at any time, so candidates MUST be made aware.*
* Shift times are rotated between all team members: 8AM-4PM, 9AM-5PM, 11AM-7PM & 12PM-8PM. Candidates must be able and willing to work all shifts on any given day of the week.*
REQUIRED:
? 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
PREFERRED:
? Experience in a contact center and/or customer service environment
DESIRED:
? Salesforce experience is a plus
? Desire to grow within the company
? College degree desired
? Previous research experience desired
? Fluent in German/French/Spanish/Chinese/Japanese/Italian/Russian a plus