Eteam
Location: Princeton,NJ, USA
Date: 2024-12-21T05:12:41Z
Job Description:
- Responsibilities:Provide high-level telephone, email, and web chat support for the client suite of PIB products; including Factiva, clients Risk & Compliance, and the client Newswires.
- Answer global customer queries concerning content/data, product navigation, billing/account administration, and more.
- Provide professional-level support to retain clients 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 clients departments to ensure escalated issues are handled efficiently and correctly.
- Qualifications: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:Client 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