Who is my manager?
Customer Support Supervisor
What are my accountabilities?
Ability to communicate with our global customers in both written and spoken Mandarin, Cantonese and English within a corporate environment
Answers queries related to the functionality of Dow Jones products, such as Factiva, Risk & Compliance Database, Newsplus and Newswires via 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 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
Work with other Dow Jones departments such as Content, Billing and Technical support team to ensure escalated issues are handled timely and correctly
Help follow up cases handled by other customer service team members worldwide.
Act as an internal voice of the customer and deliver the customer feedback to the Product team.
Actively seek out opportunities for self-improvement, keeping up with new product trainings and process knowledge
What do you need from me?
Speaks native Cantonese, Mandarin and strong fluency in English
Superior verbal and written communication skills with the ability to quickly establish trust and reliability over the phone
Sound judgment and a commitment to customer satisfaction with the ability to build and develop relationships to identify problems, assess needs, and find solutions
Strong aptitude and desire to 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
College degree required
This is primarily a 5-day work week position but the incumbent should be flexible to work on weekends or public holidays when assigned. Incumbent 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 in confidence a cover letter and detailed resume stating your qualifications, contact details and current and expected salary via 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
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 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