Customer Service Associate

Job Description:

Customer Service Associate - B2B

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 Investors Business Daily 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.

About the Role

The position resides in the Customer Service Team reporting to the Customer Service Supervisor. We are currently looking for a Customer Service Associate. Someone who has a passion for helping people and truly has a can-do attitude. We are offering a career with a recognized leader in the world of global news and business information. This is an opportunity to be a part of a multinational organization that focuses on its people. Dow Jones is searching for candidates who want to work within our Global Customer Service team to learn and grow from this position.

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.

• 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.

You Have:

• Highly proficient in Mandarin & 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

Desired

• Experience in a contact center and/or customer service environment is a plus

• Salesforce experience a plus

• Desire to grow within the company

• College degree desired

• Previous research experience desired

Benefits:

• Comprehensive Insurance & Retirement plans

• Paid Time Off and Leaves

• Education Benefits

• Family Care Benefits

• Career Growth Programs

• Access to Dow Jones Products

• Employee Referral Program

• Employee Well-being Support & Fitness Programs

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