Customer Services Associate
DOW JONES
HONG KONG, Hong Kong
31天前

Job Description :

When you join Dow Jones, you become part of the most dynamic, creative and savvy news and information companies in the world.

As a global leader in news and business intelligence, we're newswires, websites, newspapers, apps, newsletters, databases, magazines, radio and television including some of the widest-

read and most-respected brands, like The Wall Street Journal, Barron's, MarketWatch and DJX, our flagship news and analytics platform.

Our media inform the discussions and decisions that are vital to the world's commerce, while our databases make the business world more transparent.

We continually develop technology to transform information into insight and prosperity. From over 50 countries and in over a dozen languages, we enlighten and inspire audiences with authoritative, differentiated and trusted content.

The primary role of the Customer Services team is to champion best practice in the objective governance of the contact center provision and assessing the emerging risks and propose developments and improvements based on objective and evidence based information, such as agreed service levels and customer feedback.

Who is my manager?

Customer Support Supervisor

What are my accountabilities?

Ability to communicate with our global customers in both written and spoken Cantonese, Mandarin and English within a corporate environment

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

Make independent decisions to resolve customer issues with strong problem solving and negotiation skills

Work with other Dow Jones departments to ensure escalated issues are handled timely and correctly

Own a customer case by being the named case manager bringing the case to final conclusion

Perform administrative functions as may be required in order to fulfil member requirements

Act as an internal voice of the customer

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

What do you need from me?

Speaks fluent Cantonese, Mandarin and English within corporate environment

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

Ability to listen, empathize, and effectively handle challenging customers in a professional and pleasant manner

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

Ability to maintain a positive attitude in an often busy and intense environment

Strong aptitude and desire to learn new technical systems and applications

Proficiency with Microsoft Office and web browsing

Attention to detail and the ability to prioritize and meet deadlines

Ability to follow a large set of procedural guidelines to a very high accuracy level and adjust to changes when required

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

Desire to grow with the company

College degree required

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

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.

    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 : CUSTOMER ENGINE

    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 require assistance in completing the online application, please contact the Talent Management team for Application Help at TalentResourceTeam dowjones.com

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