Customer Service Associate

This is a fully remote position, open to applicants in California.

📋 Description

• Deliver exceptional customer support via telephone, email, web chat, and various other channels for Dow Jones products and services.

• Assist clients with questions regarding product navigation, content and data, technical support, billing and account management, subscriptions, pricing, delivery, and other service-related inquiries.

• Provide professional and positive customer interactions that enhance customer satisfaction, retention, and loyalty.

• Take responsibility for customer inquiries until resolution, utilizing sound judgment and problem-solving abilities to address complex issues.

• Achieve established key performance indicators, quality benchmarks, and service-level expectations.

• Work collaboratively with Customer Service teams and other departments within Dow Jones to ensure efficient and accurate handling of escalated or complex issues.

• Maintain up-to-date knowledge of Dow Jones products, services, systems, and procedures, with a readiness to learn and support additional products as business needs change.

• Engage professionally with customers, internal stakeholders, and executives when necessary.

• Report to the Customer Service Supervisor.

⛳️ Requirements

• High proficiency in Chinese, specifically Mandarin and/or Cantonese, for effective written and verbal communication in a corporate setting.

• Fluency in English, for both written and verbal communication.

• Strong customer service orientation with the ability to professionally evaluate and resolve customer inquiries.

• Capability to quickly learn new products, systems, applications, and processes.

• Excellent attention to detail with the ability to multitask, prioritize, and work efficiently both independently and as part of a team.

• Preferred experience in a contact center or customer service role.

• Preferred experience in managing complex customer issues through various communication channels.

• Preferred familiarity with Salesforce or other customer relationship management systems.

• Preferred experience in customer retention, sales, research, or business information products.

• Desired college degree or equivalent professional experience.

• Desired additional language skills beyond those required for the position.

• Desired interest in developing expertise across various Dow Jones products and customer segments.

• A strong desire to learn, grow, and build a career with Dow Jones.

🏝️ Benefits

• Comprehensive Healthcare Plans

• Paid Time Off

• Retirement Plans

• Comprehensive Insurance Plans

• Education Benefits

• Family Care Benefits

• Subscription Discounts

• Employee Referral Program