Description
The Customer Service Associate - English & Chinese Languages role resides on the Customer Service Team, reporting to the Customer Service Supervisor. You will provide high-quality customer support by telephone, email, web chat, and other supported channels across Dow Jones products and services.
Responsibilities:
- Provide high-quality customer support across various channels
- 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
Requirements:
- 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
Benefits:
- Comprehensive Healthcare Plans
- Paid Time Off
- Retirement Plans
- Comprehensive Insurance Plans
- Education Benefits
- Family Care Benefits
- Subscription Discounts
- Employee Referral Program