Customer Service Associate

FACTIVA INC; Los Angeles (CA); On-site; USD 44,000 - 50,000; Full time

Benefits offered by this job

Comprehensive Healthcare Plans

Paid Time Off

Retirement Plans

Comprehensive Insurance Plans

Education Benefits

Family Care Benefits

Subscription Discounts

Employee Referral Program

#LI-Remote

Job summary

Dow Jones in Los Angeles is seeking a bilingual Customer Service Associate fluent in English and Chinese to handle inquiries across Dow Jones products, billing, and subscriptions. You will support customers via phone, email, and chat, driving quality interactions and satisfaction.

You will join a multinational team, adhere to SLAs, learn new products, and collaborate with other departments to resolve issues efficiently. Prior experience in a contact center and Salesforce CRM is preferred.

Qualifications

• High proficiency in Chinese (Mandarin and/or Cantonese) in written and spoken form.
• Fluent English communication, both written and verbal.
• Strong customer focus with ability to resolve inquiries professionally.
• Ability to quickly learn new products, systems, and processes.

Responsibilities

• Provide high-quality customer support via phone, email, web chat, and other channels.
• Assist with inquiries about product navigation, content, data, and billing.
• Deliver positive experiences to strengthen satisfaction and loyalty.
• Own customer inquiries through resolution with sound judgment.
• Meet performance metrics and service-level expectations.
• Collaborate with teams to handle escalated or complex issues.
• Maintain knowledge of Dow Jones products, services, and procedures.

Skills

Mandarin Chinese

Cantonese Chinese

English proficiency

Education

College degree

Tools

Salesforce

Job description

Job Description: Role Title: CUSTOMER SERVICE ASSOCIATE - English & Chinese Languages

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

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.

Office Hours: 7:00 AM to 6:30 PM JST / 2:00 PM PT to 12:30 AM PT

You Will

• Provide high-quality customer support by telephone, email, web chat, and other supported channels across Dow Jones products and services.
• Assist customers with inquiries related to product navigation, content and data, technical support, billing and account administration, subscriptions, pricing, delivery, and other service-related needs.
• Deliver professional and positive customer experiences that strengthen customer satisfaction, retention, and loyalty.
• Take ownership of customer inquiries through resolution, using sound judgment and problem-solving skills to resolve complex issues.
• Meet established key performance indicators, quality standards, and service-level expectations.
• Collaborate with Customer Service teams and other Dow Jones departments to ensure escalated or complex issues are handled efficiently and correctly.
• Maintain knowledge of Dow Jones products, services, systems, and procedures, with a willingness to learn and support additional products as business needs evolve.
• Interact professionally with customers, internal stakeholders, and executives when appropriate.

You Have

• High proficiency in Chinese, either Mandarin and/or Cantonese for both written and verbal communication within a corporate environment.
• Fluency in English, for both written and verbal communication.
• Strong customer focus with the ability to professionally assess and resolve customer inquiries.
• Ability to quickly learn new products, systems, applications, and processes.
• Strong attention to detail with the ability to multitask, prioritize, and work effectively independently and as part of a team.

Preferred Experience

• Preferred experience working in a contact center or customer service environment.
• Preferred experience handling complex customer concerns across multiple communication channels.
• Preferred experience with Salesforce or other customer relationship management systems.
• Preferred experience with customer retention, sales, research, or business information products.

Desired Experience

• Desired college degree or equivalent professional experience.
• Desired additional language proficiency beyond the language required for the position.
• Desired interest in developing expertise across multiple Dow Jones products and customer segments.
• Desire to learn, grow, and build a career within Dow Jones.

Our Benefits

• Comprehensive Healthcare Plans
• Paid Time Off
• Retirement Plans
• Comprehensive Insurance Plans
• Education Benefits
• Family Care Benefits
• Subscription Discounts
• Employee Referral Program
• #LI-Remote

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.

EEO/Disabled/Vets Reasonable Accommodation

We are committed to providing reasonable accommodation for qualified individuals with disabilities in our job application and/or interview process.

Business Area & Details

• Business Area: Dow Jones - Customer Service
• Job Category: Customer Service & Contact Center Operations
• Union Status: Union role
• Base Pay Range: $44,096 - $50,000
• We’re committed to offering competitive and flexible compensation to attract top talent. This pay range reflects our good faith estimate for the role and may vary based on a candidate’s experience, skills, location, and other relevant factors. For bonus-eligible roles, targets are determined based on multiple considerations, including market benchmarks and individual contributions. For benefits-eligible roles, we offer a comprehensive and competitive benefits package covering health, retirement, wellbeing, and more, along with optional benefits to meet the diverse needs of our employees.

Dow Jones Overview

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 newsgathering 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).