Customer Service Associate

Dow Jones; United States; Remote; 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

Job summary

Dow Jones is seeking a bilingual Customer Service Associate to support English and Chinese-speaking customers across Dow Jones brands (The Wall Street Journal, Barron’s, MarketWatch, Factiva). You will resolve inquiries by phone, email, or chat, ensuring professional service and knowledge retention.

Ideal candidates have Mandarin and/or Cantonese proficiency, strong English communication, prior contact center experience, and a desire to grow within a multinational Dow Jones team.

Qualifications

• High proficiency in Chinese (Mandarin and/or Cantonese) written and verbal in a corporate setting.
• Fluency in English for written and verbal communication.
• Strong customer focus with the ability to resolve inquiries professionally.
• Ability to quickly learn new products, systems, applications, and processes.
• Strong attention to detail with the ability to multitask, prioritize, and work well independently or in a team.
• Preferred experience in a contact center or customer service environment.
• Preferred experience with CRM systems (e.g., Salesforce).
• Preferred experience with customer retention, sales, research, or business information products.
• Desire for college degree or equivalent professional experience.
• Additional language proficiency beyond the required languages is a plus.
• Interest in developing expertise across multiple Dow Jones products and customer segments.
• Desire to grow and build a career within Dow Jones.

Responsibilities

• Provide high-quality customer support by phone, email, web chat, and other channels across Dow Jones products.
• Assist customers with inquiries related to product navigation, content and data, billing and account administration, subscriptions, pricing, delivery, and other service-related needs.
• Deliver professional and positive customer experiences that strengthen satisfaction, retention, and loyalty.
• Take ownership of customer inquiries through resolution with sound judgment and problem-solving.
• Meet established KPIs, quality standards, and service-level expectations.
• Collaborate with Customer Service teams and other Dow Jones departments to ensure efficient handling of escalated or complex issues.
• Maintain knowledge of Dow Jones products, services, systems, and procedures, with willingness to learn new products as needed.
• Interact professionally with customers, internal stakeholders, and executives when appropriate.

Skills

Chinese (Mandarin/Cantonese)

English proficiency

Customer focus

Multitasking

Teamwork

Contact center experience

CRM: Salesforce

Sales/upsell experience

Language skills beyond required

Education

College degree or equivalent

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 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 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. 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:

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.