Customer Service Rep

SGS Consulting
New Jersey

Job Responsibilities:

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

Skills:

  • Salesforce experience is a plus
  • Desire to grow within the company
  • Previous research experience desired

Education/Experience:

  • College degree desired
Posted 2025-11-14

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