Customer Service Associate, Dow Jones
Mandarin and Cantonese Speaker
$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
- High proficiency in Mandarin and Cantonese for both written and verbal communication within a corporate environment (the majority of the customer interactions are in English)
- Fluency 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 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 are 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)
- Previous research experience (desired)
- Fluency in German/French/Spanish/Chinese/Japanese/Italian/Russian a plus (in addition to the language applied for)
What the job involves
- You will be remote but part of the Customer Service Team based in Princeton, New Jersey, and report to the Customer Service Supervisor
- You will work remotely 1:00 PM to 9:00 PM Eastern Time (Monday through Thursday) and 12:00 PM to 8:00 PM Eastern Time (Friday)
- Please note that this role includes working on select weekends and public holidays
- We are looking for someone who has a passion for helping people and a desire to be a part of a multinational organization that focuses on its people
- Provide high-level telephone, email, and web chat support for the Dow Jones suite of B2B 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 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
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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