Customer Service Associate (English & Chinese Speaking)

Dow Jones & Company, Inc.; Hong Kong; Hybrid; HKD 201,000 - 312,000; Full time

Benefits offered by this job

Comprehensive Insurance & Retirement

Paid Time Off

Education Benefits

Family Care Benefits

Career Growth Programs

Access to Dow Jones Products

Employee Referral Program

Employee Well-being Support

Financial Health Programs

Cybersecurity Protection

Job summary

Dow Jones Customer Service is seeking a customer-focused representative to support key brands from Hong Kong and Tokyo offices. The role is hybrid, requiring strong communication and problem-solving to assist with delivery, billing, content and product navigation.

The ideal candidate has at least 6 months in customer service, fluent English, and high proficiency in Cantonese and Mandarin, plus comfort using iOS, Android and Windows technologies. Hours align with HK and Tokyo markets.

Qualifications

• At least 6 months of work experience in Customer Service.
• Fluent in English for both verbal and written business communication.
• Highly proficient Cantonese and Mandarin for verbal and written communication.
• Intermediate to moderate experience with iOS, Android, Windows, etc.
• Experience in a contact center and/or with sales / customer retention is preferred.
• Experience handling escalated customer concerns is preferred.

Responsibilities

• Provide high-level telephone and email support on Dow Jones’ suite of products and services.
• Retain Dow Jones customers and increase loyalty while projecting a professional, efficient approach.
• Overcome objections and resolve customer concerns while maintaining superior service.
• Follow all procedures from start to resolution.
• Seek opportunities for self-improvement and keep up with product training.
• Make independent decisions to resolve customer issues with strong problem-solving skills.
• Work with other Dow Jones departments to ensure timely escalation handling.
• Interact with highly valued customers and internal executives when applicable.

Skills

Customer Service

English Fluency

Cantonese

Mandarin

Tech Savvy

Contact Center

Sales / Retention

Problem Solving

Job description

About the Team:

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.

About the Role

The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction. You will report to the Customer Service Manager. This role is hybrid, and is open in either our Hong Kong & Tokyo office. This role will be required to work at the following working hours

• Hong Kong: 11:30am–8:00pm HKT

• Tokyo: 12:00pm–9:00pm JST

You Will:

• Provide high-level telephone and email support on Dow Jones’ suite of products and services including but not limited to The Wall Street Journal, Barron’s, and MarketWatch by answering our customer queries concerning delivery, billing/account administration, pricing, content, technical support, and product navigation.

• Retain Dow Jones customers and increase customer loyalty while projecting a professional, efficient, and positive approach

• Strong ability to overcome objections and enthusiastically resolve customer's concerns while consistently providing superior levels of customer service

• Ensure all relevant procedures are followed from beginning to resolution

• Actively seek out opportunities for self-improvement, keeping up with new product training and process knowledge

• Make independent decisions to resolve customer issues with strong problem-solving skills

• Work with other Dow Jones departments to ensure escalated issues are handled timely and correctly

• Professional ability to interact with highly valued customers and internal executives if and when applicable

You Have:

• At least 6 months of work experience in Customer Service

• Fluent in English, for both verbal and written communication in a business setting

• Highly proficient and very fluent Cantonese and Mandarin, for both verbal and written communication in a business setting

• Intermediate to moderate level experience with using various technologies (iOS, Android, Windows, etc.)

• Experience in a contact center and/or with sales / customer retention skills (Preferred)

• Experience handling escalated customer concerns (Preferred)

Our Benefits

• Comprehensive Insurance & Retirement plans

• Paid Time Off and Leaves

• Education Benefits

• Family Care Benefits

• Career Growth Programs

• Access to Dow Jones Products

• Employee Referral Program

• Employee Well-being Support & Fitness Programs

• Financial Health Programs

• Cybersecurity Protection

About us:

Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 130 years and today has one of the world's largest news-gathering operations globally. It is home to leading publications and products including the flagship Wall Street Journal, America's largest newspaper by paid circulation; Barron's, MarketWatch, Mansion Global, Financial News, Investor's Business Daily, Factiva, Dow Jones Risk & Compliance, Dow Jones Newswires, OPIS and Chemical Market Analytics. Dow Jones is a division of News Corp (Nasdaq: NWS, NWSA; ASX: NWS, NWSLV).

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status or any other protected characteristic under applicable law.

Reasonable Accommodation

We are committed to providing reasonable accommodation for qualified individuals with disabilities in our job application and/or interview process. If you need assistance or accommodation in completing your application or participating in an interview due to a disability, email us at [e-mail]. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.

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Business Area: Dow Jones - Customer Service

Job Category: Customer Service & Contact Center Operations

Union Status:

Non-Union role

Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 130 years and today has one of the world's largest news-gathering operations globally.

It is home to leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Barron’s, MarketWatch, Mansion Global, Financial News, Dow Jones Risk & Compliance and Dow Jones Newswires. Dow Jones is a division of News Corp (Nasdaq: NWS, NWSA; ASX: NWS, NWSLV).