Job Description:

Customer Service Associate (Japanese and English)

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
• Answers queries related to the functionality of Dow Jones products, such as Factiva, Risk & Compliance Database, Newsplus and Newswires via email, webchat and phone.
• Offer basic troubleshooting of customers technical issues such as login errors and further escalate the case to technical support team.
• 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
• Work with other Dow Jones departments such as Content, Billing and Technical support team to ensure escalated issues are handled timely and correctly
• Help follow up cases handled by other customer service team members worldwide.
• Act as an internal voice of the customer and deliver the customer feedback to the Product team.
• Actively seek out opportunities for self-improvement, keeping up with new product trainings and process knowledge

 What do you need from me?

• Speaks native Japanese and business level English
• Superior verbal and written communication skills with the ability to quickly establish trust and reliability over the phone
• Sound judgment and a commitment to customer satisfaction with the ability to build and develop relationships to identify problems, assess needs, and find solutions
• Strong aptitude and desire to learn new technical systems and applications
• Previous customer service experience is not a must but is desired. Customer service related experience, such as hospitality, airline and tourism are also welcome.
• Proficiency with Microsoft Office and web browsing
• Positive outlook on change and flexible approach to team-based work environment and structure
• College degree required
• Must be flexible to work on weekend and public holidays when assigned. (5 days work)
• After the 1 year contract, the permanent position will be considered.

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.

• LI-JA

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 . 

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/