Customer Service Associate (Mandarin), Based in Hong Kong

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 Japanese and English within a corporate environment
• 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 closely with customers and credit card service provider and make sure the payment transactions is completed seamlessly.
• Perform administrative functions as may be required in order to fulfill member requirements.

 What do you need from me?

• Native in Chinese (Cantonese / Mandarin), fluent in  English 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

What we offer?

In return, we offer a professional, progressive and multicultural environment for you to grow both personally as well as a wide range of benefits offered by a global company.

How do I apply?

Dow Jones recruits high achievers, self-motivated and innovative thinkers and we reward talent with exceptional opportunities for career growth and competitive remuneration with comprehensive benefits. Those of you who think that this could be your most exciting sales call of the day and know that you can make an immediate contribution to the success of Dow Jones, we want to hear from you!

To apply, please submit in confidence a 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 .