Customer Service Associate Remote (Proficiency in MandarinCantonese, or Japanese Needed)

Job Description:

About the Team:

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 Barrons 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.

About the Role

You will reside on the Customer Service Team reporting to the Customer Service Supervisor. You have a passion for helping people. We are offering a career with a recognized leader in the world of global news and business information. You will be a part of a multinational organization that focuses on its people.

Working Hours: 1:00 PM to 9:00 PM Eastern Time (Monday through Thursday) and 12:00 PM to 8:00 PM Eastern Time (Friday)

You Will:

• Provide high-level telephone email and web chat support for the 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.
• 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.

You Have:

• High proficiency in Mandarin/Cantonese or Japanese 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 (preferred)
• Salesforce experience is a plus
• College degree desired or equivalent work experience
• Previous research experience (desired)
• Fluent in addition to the language applied for (this is desired not required):
  • German/French/Spanish/Chinese/Japanese/
  • Italian/Russian

Our Benefits

• Comprehensive Healthcare Plans
• Paid Time Off
• Retirement Plans
• Comprehensive Medical Dental and Vision Insurance Plans
• Education Benefits
• Paid Maternity and Paternity Leave
• Family Care Benefits
• Commuter Transit Program
• Subscription Discounts
• Employee Referral Program

#LI-Remote

Reasonable accommodation: Dow Jones Making Careers Newsworthy - We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity or expression pregnancy age national origin disability status genetic information protected veteran status or any other characteristic protected by law. EEO/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 email us at Please put Reasonable Accommodation in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.

Business Area:

Dow Jones - Customer Service

Job Category:

Customer Service & Contact Center Operations

Union Status:

Union role

Pay Range: $41392 - $50000

We recognize that attracting the best talent is key to our strategy and success as a company. As a result we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates. The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect and we tailor our offers within the range based on the selected candidates experience industry knowledge location technical and communication skills and other factors that may prove relevant during the interview process.

Pay-for-performance is a key element in our strategy to attract engage and motivate talented people to do their best work. Similarly to salary for bonus eligible roles targets are set based on a variety of factors including competitive market practice.

For benefits eligible roles in addition to cash compensation the company provides a comprehensive and highly competitive benefits package with a variety of physical health retirement and savings caregiving emotional wellbeing transportation and other benefits including elective benefits employees may select to best fit the needs and personal situations of our diverse workforce..