Customer Service Associate, Dow Jones
Mandarin/Cantonese, or Japanese
$35-50k
Business news and financial information publishing
Be an early applicant
Business news and financial information publishing
1001+ employees
Be an early applicant
$35-50k
1001+ employees
Company mission
To deliver trusted news and data to help businesses and society make decisions for a better future.
Role
Who you are
- Highly proficient in Mandarin/Cantonese, or Japanese 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
- Ability to understand new technical systems and applications quickly
- 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
- Experience in a contact center and/or customer service environment (preferred)
- Salesforce experience a plus
- College degree desired, or equivalent work experience
- Previous research experience desired
- Fluent in German/French/Spanish/Chinese/Japanese/Italian/Russian a plus (in addition to the language applied for)
What the job involves
- The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people. Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including, The Wall Street Journal, Barron's, MarketWatch, Dow Jones Factiva and Dow Jones Risk & Compliance.
- You will find that we are a collaborative group, focused on delivering excellence during every customer interaction. You will reside on the Customer Service Team, reporting to the Customer Service Supervisor. You have a passion for helping people. We are offering a career with a recognized leader in the world of global news and business information. You will be a part of a multinational organization that focuses on its people
- Working Hours: 1:00 PM to 9:00 PM Eastern Time (Monday through Thursday) and 12:00 PM to 8:00 PM Eastern Time (Friday)
- Provide high-level telephone, email, and web chat support for the Dow Jones suite of PIB products; including Factiva, Dow Jones Risk & Compliance, and Dow Jones Newswires
- 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
Our take
Dow Jones is a global leader in news and business intelligence, powering a range of well-respected brands, including The Wall Street Journal, Financial News, MarketWatch, and more. The company delivers its content to consumers through a range of formats, such as print, digital, mobile, and live events.
As companies seek to draw Millennials and Gen Z consumers to their platforms, adaptability is vital, since they are driving the demand for innovative tools and techniques, as the world evolves toward the digital-first era. Dow Jones has proven its ability to meet product optimization challenges with its reimagined Factiva offering that includes a list of new features, such as personalized results, an easy-to-use modern interface, and faster free-text search, all with a mobile-first design that adapts to any device.
The company has also focused on new product innovation by expanding its portfolio of capabilities and partnerships, further expanding into AI-powered personalization technologies and ongoing digital transformation. Already a powerhouse in the market, Dow Jones is well set to capitalize on future expansion and innovation opportunities and between 2019 and 2024, doubled its digital subscription base from 2.43 million to 4.86 million.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company HQ
Theater District, New York, NY
Articles
Leadership
Almar Latour
(CEO, not founder)Before becoming the CEO of Dow Jones and Publisher of The Wall Street Journal, they were the Publisher of Barron’s Group and Executive VP of Dow Jones. They were also the previous Executive Editor of The Wall Street Journal.
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