Customer Service Representative

5 days ago


Hong Kong, Central and Western District, Hong Kong SAR China Dow Jones Full time
About Us

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 Summary

We 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.
Requirements
  • 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.
Preferred Qualifications
  • 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).
Benefits
  • 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.



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