Remote Customer Support Specialist

Summary

The job is for a Customer Support role at Dun & Bradstreet where the employee will provide global customer support via telephone, email, and web-based inquiries. They will be responsible for upholding high levels of customer satisfaction, continually upskilling knowledge, managing irate contacts, and staying current on products, services, procedures, and technology.

Requirements

• Well developed communication and interpersonal skills including active listening, probing, ability to build empathy, situational awareness and adaptation, problem solving and a team based orientation
• Contact Center and CRM experience preferred
• PC literate and working knowledge of Microsoft Office
• Excellent written and verbal communication skills in English are essential
• Ability to multitask and thrive in a fast paced teaming environment

Responsibilities

• Provides accurate, timely, complete and consistent global customer support involving telephone inquiries, email requests and Web-based inquiries from customers of Dun & Bradstreet
• Takes ownership and has full responsibility throughout the entire interaction with customer
• Responsible for working in a team environment to provide an exceptional level of service to all customers by listening empathetically to the customer, identifying and defining the customer needs and delivering service to meet those needs
• Uphold high levels of Customer Satisfaction (CSAT) and appropriate operational performance standards
• Continually upskilling knowledge and pursuing operational efficiency to drive FCR ( First Contact Resolution)
• Effectively manage irate contacts and successfully deliver resolutions that produce high levels of customer satisfaction

Preferred Qualifications

Knowledge of D&B products, D&B systems, Reporting and Scoring models are recommended

Benefits

• Ability to work in an environment of ambiguity
• Ability to have analytical skills and deal with complex issues and ambiguities