Customer Service Associate (B2B), 

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.

What are my accountabilities?

• Ability to communicate with our global customers in both written and spoken Cantonese, Mandarin 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 fluent Cantonese, Mandarin and English within corporate environment
• Superior verbal and written communication skills with the ability to quickly establish trust and reliability over the phone
• Attention to detail and the ability to prioritize and meet deadlines
• Flexible to work on weekend and public holidays when assigned. (5 days work)

Dow Jones offers an opportunity to work for one of the world's leading financial and business news companies. We invite interested candidates to submit a cover letter and detailed resume, current and expected salary via:

https://dowjones.jobs/hong-kong-hkg/customer-service-associate/6B0D9BF79DAC4E92A0F43E062B86C7F3/job/