Customer Support Analyst
Posted on 4/3/2023
Dun & Bradstreet
Business intelligence products for companies
Company Overview
Dun & Bradstreet seeks to create a global network of trust enabling clients to turn uncertainty into confidence, risk into opportunity, and potential into prosperity. The company is building on its world-class data and analytics—Dun & Bradstreet Data Cloud—to deliver more data and deeper insights.
Remote • Wales, UK
Experience Level
Desired Skills
Operations & Logistics
Customer Success & Support
  • 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
  • Written and verbal English language skills required
  • Ability to multitask and thrive in a fast paced teaming environment
  • Strong working knowledge of D&B products, D&B systems, Reporting and Scoring models are recommended
  • 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
  • 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 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
  • Stays current on products, services, promotions, procedures and technology
  • Performs other duties and/or activities as assigned