• You will reside on the Customer Service Team, reporting to the Customer Service Supervisor
• 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: your working hours will be scheduled between 11:00 PM to 10:30 AM CET
• 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

Benefits

• 20 weeks of parental leave
• 4 weeks of paid caregiver leave
• Up to 4 weeks of remote work per year
• 1 paid volunteer day annually
• $700 caregiver reimbursement
• Headspace emotional wellness membership
• Financial rewards for well-being activities
• ClassPass fitness and wellness membership

• You have a passion for helping people
• Preferred experience handling complex customer concerns across multiple communication channels
• Desired additional language proficiency beyond the language required for the position
• Desire to learn, grow, and build a career within Dow Jones
• Preferred experience with Salesforce or other customer relationship management systems
• Strong customer focus with the ability to professionally assess and resolve customer inquiries
• Fluency in English, for both written and verbal communication
• High proficiency in Chinese, either Mandarin and/or Cantonese for both written and verbal communication within a corporate environment
• 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 with customer retention, sales, research, or business information products
• Preferred experience working in a contact center or customer service environment
• Desired college degree or equivalent professional experience
• Desired interest in developing expertise across multiple Dow Jones products and customer segments