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Dow Jones

We break stories, influence ideas, and advance business intelligence and cultural interest. We expose the events that turn markets, the digital breakthroughs that transform art, the demand that drives invention, as well as the political and societal passing moments and lasting consequences. We are the people of Dow Jones. From different fields, backgrounds and viewpoints we invite you to join us.

Examine the world and bring it to others.

each out to us at <a href="mailto:TalentResourceTeam@dowjones.com" target="_blank">TalentResourceTeam@dowjones.com </a>. Please put “Reaso

Job Information

Dow Jones Customer Service Associate (Japanese and English Speaking) in HONG KONG, Hong Kong

Job Description:

Job Description :

Customer Service Associate - (Professional Information Business)

Who is my manager?

Customer Support Supervisor

What are my accountabilities?

  • Ability to communicate with our global customers in both written and spoken Japanese and English within a corporate environment

  • Answers queries related to the functionality of Dow Jones products, such as Factiva, Risk & Compliance Database, Newsplus and Newswires via email, webchat and phone.

  • Offer basic troubleshooting of customers technical issues such as login errors and further escalate the case to technical support team.

  • Maintain a high degree of customer service for all support queries and adhere to all service management principles and Service Level Agreements

  • Provide excellent customer service to customers in a courteous, effective and timely manner to ensure resolution of customer contacts

  • Ensure all relevant procedures are followed from beginning to resolution

  • Work with other Dow Jones departments such as Content, Billing and Technical support team to ensure escalated issues are handled timely and correctly

  • Help follow up cases handled by other customer service team members worldwide.

  • Act as an internal voice of the customer and deliver the customer feedback to the Product team.

  • Actively seek out opportunities for self-improvement, keeping up with new product trainings and process knowledge

What do you need from me?

  • Speaks native Japanese and business level English

  • Superior verbal and written communication skills with the ability to quickly establish trust and reliability over the phone

  • Sound judgment and a commitment to customer satisfaction with the ability to build and develop relationships to identify problems, assess needs, and find solutions

  • Strong aptitude and desire to learn new technical systems and applications

  • Previous customer service experience is not a must but is desired. Customer service related experience, such as hospitality, airline and tourism are also welcome.

  • Proficiency with Microsoft Office and web browsing

  • Positive outlook on change and flexible approach to team-based work environment and structure

  • College degree required

  • Must be flexible to work on weekend and public holidays when assigned. (5 days work)

  • After the 1 year contract, the permanent position will be considered.

How do I apply?

Dow Jones offers an exceptional opportunity to work for one of the world’s leading financial and business news companies. We invite interested candidates to submit in confidence a cover letter and detailed resume stating your qualifications, contact details and current and expected salary via our Career Site.

Only shortlisted candidates will be notified

  • LI-JA

Dow Jones , Making Careers Newsworthy

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 TalentResourceTeam@dowjones.com . Please put “Reasonable Accommodation" in the subject line.

Business Area: PRINT & ENT SVCS - CUSTOMER SERVICE

Job Category: Customer Service/Support Group

About Us

Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 125 years and today has one of the world’s largest news gathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Factiva, Barron’s, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.Dow Jones is a division of News Corp (NASDAQ: NWS, NWSA; ASX: NWS, NWSLV).

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: 16544

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