Customer Service Associate

**Job Description**:
The Customer Service Department’s mission is to provide superior customer experiences that are purposeful, seamless, consistent, and that are in-line with our world-class B2C and B2B brands.

Our Customer Service Teams provide 1st through 3rd level support for our global customers and client contacts. Our Customer Service team is responsible for Training, Quality Management, Service Performance Reporting, Service Design, and the Systems that support the Customer Service team. All of our team members are passionate about always being the 'customer' and work to incorporate our CS core values into their work every day. We are looking for applicants that are Curious, Unique, Self-Starters, Team Players, Open, Motivated, Educated, and Respectful.

We encourage anyone that wants to join us in our vision to lead Dow Jones in being a customer-obsessed organization to apply.

Customer Service Associate - PIB (Hybrid)

Based in: Hong Kong or Singapore (APAC)

Reports to: Customer Service Supervisor

Position Summary:
Key Responsibilities:

- Answer global customer queries concerning content/data, product navigation, billing/account administration, and more.
- Provide professional-level support to retain Dow Jones customers and increase customer loyalty.
- Strong ability to multitask, prioritize, and enthusiastically resolve customers' concerns while consistently providing superior levels of customer service.
- Ensure all relevant procedures are followed from beginning to resolution.
- Ensure all key performance indicators and service levels are met.
- Actively seek out opportunities for self-improvement, and participate in new product and procedural training.
- Work with other Dow Jones departments to ensure escalated issues are handled efficiently and correctly.

QUALIFICATIONS:
Required
- Highly proficient in Mandarin and Cantonese, for both written and verbal communication within a corporate environment
- Fluent in English, for both written and verbal communication
- Commitment to customer satisfaction with the ability to build and develop relationships to identify problems, assess needs, and find solutions
- Ability to listen, empathize, and effectively handle challenging customer inquiries in a professional and pleasant manner
- Ability to maintain a positive attitude in an often busy and stressful environment
- Attention to detail and the ability to multitask, prioritize, and meet deadlines
- Positive outlook on change and flexible approach to team-based work environment and structure
- Ability to follow a large set of procedural guidelines and to be independently resourceful when investigating/researching complex customer queries

Preferred
- Experience in a contact center and/or customer service environment

Desired
- Salesforce experience a plus
- Desire to grow within the company
- College degree desired
- Previous research experience desired
- Fluent in German/French/Spanish/Chinese/Japanese/Italian/Russian a plus (in addition to the language applied for)

Our Benefits
- Comprehensive Healthcare Plans
- Paid Time Off
- Retirement Plans
- Comprehensive Insurance Plans
- Education Benefits
- Family Care Benefits
- Employee Referral Program

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.

Business Area: PRINT & ENT SVCS - CUSTOMER SERVICE

Job Category: Customer Service/Support Group

Union Status:
Req ID: 31337