Senior Customer Service Advisor

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. 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.