[Remote] Customer Service Associate - Remote (Proficiency in Mandarin/Cantonese, or Japanese Needed)

Note: The job is a remote job and is open to candidates in USA. Dow Jones is a recognized leader in global news and business information, seeking a Customer Service Associate to join their Customer Service Team. The role involves providing high-level support to customers through various channels, addressing inquiries, and ensuring customer satisfaction while adhering to performance metrics.

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
• 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

Company Overview

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