CWR - Customer Service Rep - Hybrid
PO BOX 300 Princeton, NJ USA 08543
Temp to possible Perm.
35 hours per week

Description:
Candidate should have great communication skills.

They will be working on B2B clients - speaking with Sr level customers.

Should have strong research skills, this role involves research.

Will be assisting with Factiva and Client Risk & Compliance

The position resides in the Customer Experience 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.

Key Responsibilities:

• Provide high-level telephone, email, and web chat support for the Client suite of PIB products, including Factiva, Client Risk & Compliance, and Client Newswires.
• Answer global customer queries concerning content/data, product navigation, billing/account administration, and more.
• Provide professional-level support to retain Client 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 departments to ensure escalated issues are handled efficiently and correctly.

QUALIFICATIONS:

Required

• Superior verbal and written communication skills with the ability to quickly establish trust and reliability
• 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
• For language specific positions: native level proficiency in written and spoken communication.

Preferred

• Previous Customer Service experience preferred

Desired

• Salesforce experience 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

Job Type: Contract

Salary: $20.00 - $22.00 per hour

Shift:

• 8 hour shift
• Rotating shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• In-person

Experience:

• Customer service: 4 years (Required)
• Salesforce: 3 years (Required)
• Bilingual: 3 years (Required)
• Research: 3 years (Required)
• B2B clients: 4 years (Preferred)

Language:

• German/French/Spanish/Chinese/Japanese/Italian/Russian (Required)

Work Location: In person