Job Description:

　　The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people.

　　Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including, The Wall Street Journal, Barron’s, MarketWatch, Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction.

　　We encourage anyone that wants to join us in our mission to apply.

　　CUSTOMER SERVICE ASSOCIATE - CONSUMER APAC

　　Based in:

　　Hong Kong

　　Reports to:

　　Customer Service Supervisor - APAC

　　Key Responsibilities

　　Provide high-level telephone and email support on Dow Jones suite of products and services including but not limited to The Wall Street Journal, Barron’s and MarketWatch by answering our customer queries concerning delivery, billing/account administration, pricing, content, technical support, and product navigation.

　　Retain Dow Jones customers and increase customer loyalty while projecting a professional, efficient and positive approach

　　Strong ability to overcome objections and enthusiastically resolve customers concerns while consistently providing superior levels of customer service

　　Ensure all relevant procedures are followed from beginning to resolution

　　Actively seek out opportunities for self-improvement, keeping up with new product training and process knowledge

　　Make independent decisions to resolve customer issues with strong problem solving skills

　　Work with other Dow Jones departments to ensure escalated issues are handled timely and correctly

　　Professional ability to interact with high valued customers and internal Executives if and when applicable

　　Qualifications

　　Required

　　Highly proficient in both Cantonese and Mandarin, for both verbal and written communication

　　Fluent in English, for both verbal and written communication.

　　Intermediate to moderate level experience with using various technologies (iOS, Android, Windows, etc.)

　　Preferred

　　Experience in a contact center and/or customer service environment

　　Experience handling escalated customer concerns

　　Desired

　　Experience with sales/customer retention skillsOur Benefits

　　Comprehensive Healthcare Plans

　　Paid Time Off

　　Retirement Plans

　　Comprehensive Insurance Plans

　　Education Benefits

　　Family Care Benefits

　　Subscription Discounts

　　Employee Referral Program

　　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 [email protected]. Please put “Reasonable Accommodation" in the subject line

　　Reasonable accommodation: Dow Jones, Making Careers Newsworthy - We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.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, email us at [email protected]. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.

　　Business Area: PRINT & ENT SVCS - CUSTOMER SERVICE

　　Job Category: Customer Service & Contact Center Operations

　　Union Status:

　　Non-Union role

　　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: 40521