Senior Customer Service Advisor (R-17753)

As a Customer Service Advisor is the first point of contact for customer inquiries. The Customer Service Advisor will provide accurate, timely, complete, and consistent global customer support involving; telephone inquiries, email requests, and web-based inquiries from customers. The role requires a broad knowledge of all products and services within Dun & Bradstreet with cutting-edge expertise in certain areas. The goal is to deliver the best possible customer experience while ensuring efficiency and quality at all times.

Essential Key Responsibilities

• Provides accurate, timely, complete and consistent global customer support involving telephone inquiries, email requests and Web-based inquiries from customers of Dun & Bradstreet, including customers, sales representatives, and 3rd Party customers.
• Takes ownership and has full resolution responsibility throughout the entire interaction with customer upholding high levels of customer satisfaction (CSAT) and appropriate operational performance standards.
• 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.
• Effectively manage and de-escalate difficult calls with contacts and successfully deliver resolutions that produce high levels of customer satisfaction.
• Develops and builds knowledge on D&B products, services, data supply chain, customer service tools, procedures and technology.
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every customer.
• Impact a company’s bottom line by problem solving and turning frustrated customers into repeat customers.
• Update customer information in the customer service system/CRM during and after each call

Essential Skills and/or Certifications

• High School Diploma is required
• Previous experience working in Customer Services or a customer facing role an advantage
• 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 preferred.
• Contact Center and CRM experience preferred.
• Ability to multitask and thrive in a fast-paced teaming environment.
• A detail and process orientation and ability to work in an environment of ambiguity.
• Ability to have analytical skills and deal with complex issues and ambiguities.
• Must have flexible work availability
• Proficiency in Microsoft Office Suite skills
• Show an ownership mindset in everything you do. Be a problem solver, be curious and be inspired to take action. Be proactive, seek ways to collaborate and connect with people and teams in support of driving success.
• Continuous growth mindset, keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs.
• Where applicable, fluency in English and languages relevant to the working market.

Requirements

• Executive presence – ability to communicate and / or present at all levels of D&B and / or client organizations Strong analytical skills – thinking and use of tools (SAS, Microsoft Access, SQL, Power BI etc.)
• Strong communication skills – ability to write clear & concise answers to inquiries
• Prefer: 8-10 years of business experience with at least 3 years using D&B data