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Dow Jones Billing Escalation Specialist in HONG KONG, Hong Kong

Job Description:

Billing Escalation Specialist

You will be responsible for researching and resolving global customer disputes and inquiries, sending follow-up inquiries and communicating with sales teams, customer service teams as well as operation support teams. You are required to manage multiple concurrent priorities spanning new projects, initiatives, identify opportunities for improvement, maintain operational statistics, compile and prepare summary reports containing data related to department productivity. You will maintain Customer Account information to support the creation and maintenance of reporting hierarchies that drive numerous Dow Jones reporting systems.


  • Ensure the timely resolution of disputes and problems Globally

  • Act as support and back-up to Counterparts that are positioned in the USA.

  • Investigate shortages and disputed invoices resulting in an appropriate resolution.

  • Interface with the regional/global sales coordinators, sales, operations support and strategy to settle customer disputes.

  • Interact with internal and external customers to gather additional information including Tax certificates.

  • Liaise with reporting team to ensure a high degree of accuracy on revenue reporting and manage any data issues that arise due to hierarchy inaccuracies.

  • Manage administration of customer account maintenance for both internal DJ and external BPO groups.

  • Check for accuracy in all systems and outputs that are impacted by the customer hierarchy.

  • Strive for continuous improvement in the management of the customer hierarchy and all associated processes.

  • Provide customer support for SAP/ CIBS/ Peoplesoft and Cforia.

  • Establish and monitor Customer Account Quality Control metrics

  • Interact with Billing Services staff, BPO and stakeholders to identify, diagnose, document, and resolve issues in an organized and timely manner

  • Monitor new processes and workflows to ensure they work as intended

  • Provide management statistical reports on Escalation/Disputes status

  • Identify opportunities for improvement

  • Stakeholder relationship management

  • Address/Resolve BPO escalations

  • Work well with others, being part of a Global team, and a leader to impact and influence the direction of the team towards shared goals, developing, gaining and demonstrating respect for others within the team


  • Degree in Finance / Accounting;

  • 3 to 5 years’ experience in billing or Dispute Management

  • Excellent communication skills; verbal and written as well as excellent phone etiquette.

  • Experience in operating in a global organization, with process participants that may be located around the world

  • History of proactive problem solving.

  • Ability to adapt to constantly changing environments & priorities

  • SAP Financials, Billing and AR experience a plus

  • Proficiency in Microsoft Office products. Excel test will be administered.

  • Intermediate knowledge of functions related to the research and resolution of claims and disputed invoices.

  • Able to manage multiple tasks simultaneously to completion with sound business judgment.

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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 Please put “Reasonable Accommodation" in the subject line.

Business Area: FINANCE

Job Category: Finance Group

About Us

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.

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Req ID: 25925