Customer Service Associate (Japanese/English)

Job Description:

Customer Service Associate (Japanese/English)

What do we do?

United by our ambitions, the Dow Jones Customer group will attract and retain customers by

creating distinctive experiences and valued relationships for mutual profit. We work across all of the elite Dow Jones brands to appeal to a broad, high-level client base and provide a distinctive experience to each one. In addition, the group’s focus is on consistently providing excellent service and developing and nurturing valued, lasting relationships with our customers.

The primary role of the Customer Services team is to champion best practice in the objective governance of the contact center provision and assessing the emerging risks and propose developments and improvements based on objective and evidence based information, such as agreed service levels and customer feedback.

Who is my manager?

Customer Support Supervisor

What are my accountabilities?

● Ability to communicate with our global customers in both written and spoken Japanese and English within a corporate environment

● Maintain a high degree of customer service for all support queries and adhere to all service management principles and Service Level Agreements

● Provide excellent customer service to customers in a courteous, effective and timely manner to ensure resolution of customer contacts

● Ensure all relevant procedures are followed from beginning to resolution

● Make independent decisions to resolve customer issues with strong problem solving and negotiation skills

● Work with other Dow Jones departments to ensure escalated issues are handled timely and correctly

● Own a customer case by being the named case manager bringing the case to final conclusion

● Perform administrative functions as may be required in order to fulfil member requirements

● Act as an internal voice of the customer

● Actively seek out opportunities for self-improvement, keeping up with new product trainings and process knowledge

What do you need from me?

● Speaks Native Japanese and fluent English within corporate environment

● Superior verbal and written communication skills with the ability to quickly establish trust and reliability over the phone

● Ability to listen, empathize, and effectively handle challenging customers in a professional and pleasant manner

● Sound judgment and a commitment to customer satisfaction with the ability to build and develop relationships to identify problems, assess needs, and find solutions

● Ability to maintain a positive attitude in an often busy and intense environment

● Strong aptitude and desire to learn new technical systems and applications

● Desire to grow with the company

● College degree required

How do I apply?

Dow Jones offers an exceptional opportunity to work for one of the world’s leading financial and business news companies. We invite interested candidates to submit in confidence a cover letter and detailed resume stating your qualifications, contact details and current and expected salary via our Career Site.

Only shortlisted candidates will be notified

Company Overview:

Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 125 years and today has one of the world’s largest news gathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Factiva, Barron’s, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.

Requisition ID 2016-28059

Job Locations HKG – HONG KONG

Job Function Customer Service


Job Area1 Customer Experience

Job Area2 ..

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