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Customer Service Representative
1 month ago
Dow Jones is a leading global provider of news and business information, with a rich history dating back to 1882. Our mission is to deliver accurate and comprehensive information to the world's top business entities.
Job SummaryWe are seeking a highly skilled Customer Service Associate to join our Global Customer Service team in Hong Kong. As a key member of our team, you will be responsible for providing exceptional customer support and resolving complex customer inquiries in a timely and professional manner.
Key Responsibilities- Provide high-level telephone, email, and web chat support for Dow Jones suite of PIB products, including Factiva, Dow Jones Risk & Compliance, and Dow Jones Newswires.
- Answer global customer queries concerning content/data, product navigation, billing/account administration, and more.
- Provide professional-level support to retain Dow Jones 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 Dow Jones departments to ensure escalated issues are handled efficiently and correctly.
- Highly proficient in Mandarin and Cantonese for both written and verbal communication within a corporate environment.
- Fluent in English, for both written and verbal communication.
- 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.
- Experience in a contact center and/or customer service environment.
- Salesforce experience a plus.
- Desire to grow within the company.
- College degree desired.
- Previous research experience desired.
- Fluent in German/French/Spanish/Chinese/Japanese/Italian/Russian a plus (in addition to the language applied for).
- Comprehensive Healthcare Plans.
- Paid Time Off.
- Retirement Plans.
- Comprehensive Insurance Plans.
- Education Benefits.
- Family Care Benefits.
- Commuter Transit Program.
- Subscription Discounts.
- Employee Referral Program.
$50,000 - $70,000 per annum, depending on experience and qualifications.
