Who is my manager?
Customer Support Supervisor
What are my accountabilities?
Ability to communicate with our global customers in both written and spoken Chinese 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 native Chinese, fluent English and Mandarin 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 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
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: 22737