Who is my manager?
This is position is reporting to Customer Support Supervisor
What are my accountabilities?
Communicate with our global customers in both written and spoken Mandarin, Cantonese and English within a corporate environment
Answer questions related to the functionality of Dow Jones products, such as Factiva, Risk & Compliance Database, Newsplus and Newswires by 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 follow all service management principles and Service Level Agreements
Provide excellent customer service to customers 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 correctly
Help follow up cases handled by other customer service team members worldwide.
Be an internal voice of the customer and bring the customer feedback to the Product team.
Look for opportunities for self-improvement, keeping up with new product trainings and process knowledge.
What do you need from me?
Speak native Cantonese, Mandarin and fluent in English
A commitment to customer satisfaction with the ability to build relationships to identify problems, assess needs, and find solutions
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
This is primarily a 5-day work week position but you should be flexible to work on weekends or public holidays when assigned. You can work from home if assigned to work on weekends or public holidays.
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 a cover letter and detailed resume stating your qualifications, contact details and current and expected salary at our Career Site.
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
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: 18256