Customer Service Associate (Japanese) -Hybrid
DOW JONES
HONG KONG, Hong Kong
5天前

The Customer Service & Experience Design (CSXD) Department’s mission is to provide superior customer experiences that are purposeful, seamless, consistent, and that are in-line with our world-class B2C and B2B brands

Our Customer Service Teams provide 1st through 3rd level support for our global customers and client contacts. Our Contact Center Operational Excellence team is responsible for Training, Quality Management, Service Performance Reporting, Service Design, and the Systems that support the Customer Service team.

Our Customer Experience Design Team are the guardians of the customer experience and advocate for our customers

All of our team members are passionate about always being the 'customer' and work to incorporate our CSXD core values into their work every day.

We are looking for applicants that are Curious, Unique, Self-Starters, Team Players, Open, Motivated, Educated, and Respectful.

We encourage anyone that wants to join us in our vision to lead Dow Jones in being a customer-obsessed organization to apply.

Customer Service Associate - PIB

Based in : Hong Kong or Tokyo

Reports to : Customer Service Supervisor

Position Summary :

The position resides in the Customer Experience 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.

Key Responsibilities :

  • Provide high-level telephone, email, and web chat support in English and Japanese 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.

    QUALIFICATIONS : Required

    Required

    Superior professional native level verbal and written communication skills in English and Japanese with the ability to quickly establish trust and reliability

    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

    Preferred

  • Previous Customer Service experience preferred
  • Desired

    Salesforce experience a plus

    Desire to grow within the company

    College degree desired

    Previous research experience desired

    Fluent in any additional languages is a plus

    Our Benefits

    Comprehensive Healthcare Plans

    Retirement Plans

    Comprehensive Insurance Plans

    Family Care Benefits

    Commuter Transit Program

    Subscription Discounts

    Employee Referral Program

    Dow Jones , Making Careers Newsworthy

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