Note: The job is a remote job and is open to candidates in USA. Dow Jones is a leader in global news and business information, and they are seeking a Customer Service Associate to join their Customer Service Team. The role involves providing exceptional support to customers through various communication channels, addressing their queries, and ensuring customer satisfaction.
Responsibilities
- 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
- 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
Skills
- High proficiency 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
- Salesforce experience is a plus
- College degree desired, or equivalent work experience
- Previous research experience desired
- Fluent in addition to the language applied for (this is desired, not required): German/French/Spanish/Chinese/Japanese/Italian/Russian
Benefits
- Comprehensive Healthcare Plans
- Paid Time Off
- Retirement Plans
- Comprehensive Medical, Dental and Vision Insurance Plans
- Education Benefits
- Paid Maternity and Paternity Leave
- Family Care Benefits
- Commuter Transit Program
- Subscription Discounts
- Employee Referral Program
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