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Client Services/customer Care Support Analyst

3 weeks ago

Selangor, Malaysia Dow Jones Full time

**The OPIS Customer Service mission is to provide great service for our customers and great experiences for our people.**

Our team has the privilege of delivering impactful experiences by helping our customers access the trusted information and analysis for our industry-leading proprietary benchmark chemical, coal, carbon and petroleum services.You will find that we are a collaborative group, focused on delivering excellence during every customer interaction. We encourage anyone that wants to join us in our mission to apply.

**Customer Service Associate - OPIS**

Based in: Kuala Lumpur

Reports to: Customer Service Supervisor

**Position Summary**:
**Key Responsibilities**:

- Answer global customer queries concerning content/data, product navigation, billing/account administration, and more.
- 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.
- Collaborate with colleagues on our sales, billing and editorial teams to ensure complete customer satisfaction.
- Actively seek out opportunities for self-improvement and participate in new product and procedural training.
- Continue the OPIS legacy of providing the highest-quality customer support in the industry.

**QUALIFICATIONS**:
**Required**
- Fluent in English, for both written and verbal communication
- Highly proficient 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 fast-paced environment
- 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
- Working hours 8 am to 5 pm MYT

**Desired**
- Salesforce or NetSuite experience a plus
- Desire to grow within the company
- College degree desired
- Previous customer service experience in any setting a plus

**Our Benefits**
- Comprehensive Insurance & Retirement plans
- Paid Time Off and Leaves
- Education Benefits
- Family Care Benefits
- Career Growth Programs
- Access to Dow Jones Products
- Employee Referral Program
- Employee Well-being Support & Fitness Programs

Business Area: OPIS

Job Category: Customer Service & Contact Center Operations

Union Status:
Non-Union role

Since 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron’s, MarketWatch and Financial News.

This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.

Req ID: 40616