Customer Service Associate (Chinese/English Speaking)

What do we do?

United by our ambitions, the Dow Jones Customer group will attract and retain customers by

creating distinctive experiences and valued relationships for mutual profit. We work across all of the elite Dow Jones brands to appeal to a broad, high-level client base and provide a distinctive experience to each one.  In addition, the group’s focus is on consistently providing excellent service and developing and nurturing valued, lasting relationships with our customers.

The primary role of the Customer Services team is to champion best practice in the objective governance of the contact center provision and assessing the emerging risks and propose developments and improvements based on objective and evidence based information, such as agreed service levels and customer feedback.

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 conclusio

• Log all calls in the SalesForce Service Management Console
• Support the maintenance of an active and useable knowledge base
• 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?

• Ability to write and speak Mandarin/Cantonese and English Fluently 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. Recent Grads Welcome.

How do I apply?

Dow Jones offers a competitive remuneration and benefits package and an opportunity to work for one of the world’s leading financial and business news companies. We invite interested candidates to submit in confidence a detailed resume stating your qualifications, contact details, current and expected via our Career site.

When you join Dow Jones, you become part of the most dynamic, creative and savvy news and information companies in the world. As a global leader in news and business intelligence, we're newswires, websites, newspapers, apps, newsletters, databases, magazines, radio and television--including some of the widest-read and most-respected brands, like The Wall Street Journal, Barron's, MarketWatch and DJX, our flagship news and analytics platform. Our media inform the discussions and decisions that are vital to the world's commerce, while our databases make the business world more transparent. We continually develop technology to transform information into insight and prosperity. From over 50 countries and in over a dozen languages, we enlighten and inspire audiences with authoritative, differentiated and trusted content.

http://www.dowjones.com/careers/