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.
Job Description:
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, Barron’s, 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.
We encourage anyone that wants to join us in our mission to apply.
CUSTOMER SERVICE ASSOCIATE - CONSUMER APAC
Based in:
Hong Kong
Reports to:
Customer Service Supervisor - APAC
Key Responsibilities
Provide high-level telephone and email support on Dow Jones suite of products and services including but not limited to The Wall Street Journal, Barron’s and MarketWatch by answering our customer queries concerning delivery, billing/account administration, pricing, content, technical support, and product navigation.
Retain Dow Jones customers and increase customer loyalty while projecting a professional, efficient and positive approach
Strong ability to overcome objections and enthusiastically resolve customers concerns while consistently providing superior levels of customer service
Ensure all relevant procedures are followed from beginning to resolution
Actively seek out opportunities for self-improvement, keeping up with new product training and process knowledge
Make independent decisions to resolve customer issues with strong problem solving skills
Work with other Dow Jones departments to ensure escalated issues are handled timely and correctly
Professional ability to interact with high valued customers and internal Executives if and when applicable
Qualifications
Required
Highly proficient in both Cantonese and Mandarin, for both verbal and written communication
Fluent in English, for both verbal and written communication.
Intermediate to moderate level experience with using various technologies (iOS, Android, Windows, etc.)
Preferred
Experience in a contact center and/or customer service environment
Experience handling escalated customer concerns
Desired
Our Benefits
Comprehensive Healthcare Plans
Paid Time Off
Retirement Plans
Comprehensive Insurance Plans
Education Benefits
Family Care Benefits
Subscription Discounts
Employee Referral Program
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
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/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, email us at talentresourceteam@dowjones.com. 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:
Non-Union role
Since 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron’s, MarketWatch and Financial News.
This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.
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: 40521
