Customer Service Associate

Job Description The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people. Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including The Wall Street Journal, Barron’s, MarketWatch, Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction. We encourage anyone that wants to join us in our mission to apply. CUSTOMER SERVICE ASSOCIATE - CONSUMER APAC Based in: Hong Kong Reports to: Customer Service Supervisor - APAC Key Responsibilities Provide high-level telephone and email support on Dow Jones suite of products and services including but not limited to The Wall Street Journal, Barron’s and MarketWatch by answering our customer queries concerning delivery, billing / account administration, pricing, content, technical support, and product navigation. Retain Dow Jones customers and increase customer loyalty while projecting a professional, efficient and positive approach. Strong ability to overcome objections and enthusiastically resolve customers concerns while consistently providing superior levels of customer service. Ensure all relevant procedures are followed from beginning to resolution. Actively seek out opportunities for self-improvement, keeping up with new product training and process knowledge. Make independent decisions to resolve customer issues with strong problem solving skills. Work with other Dow Jones departments to ensure escalated issues are handled timely and correctly. Professional ability to interact with high valued customers and internal Executives if and when applicable. Qualifications Required Highly proficient in both Cantonese and Mandarin, for both verbal and written communication. Fluent in English, for both verbal and written communication. Intermediate to moderate level experience with using various technologies (iOS, Android, Windows, etc.). Preferred Experience in a contact center and / or customer service environment. Experience handling escalated customer concerns. Desired Experience with sales / customer retention skills. Our Benefits Comprehensive Healthcare Plans Paid Time Off Retirement Plans Comprehensive Insurance Plans Education Benefits Family Care Benefits Subscription Discounts All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO / AA / M / F / Disabled / Vets. Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and / or interview process. If you need assistance or accommodation in completing your application, due to a disability, please reach out to us at TalentResourceT. Please put “Reasonable Accommodation” in the subject line. Union Status: Non-Union role Business Area: Dow Jones - Customer Service Job Category: Customer Service & Contact Center Operations Since 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron’s, MarketWatch and Financial News. This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day. If you are a current employee at Dow Jones, do not apply here. Please go to the Career section on your Workday homepage and view "Find Jobs - Dow Jones." Thank you. Req ID: 40521 #J-18808-Ljbffr