Customer Service Associate

Job Description: Role Title: CUSTOMER SERVICE ASSOCIATE - English & Chinese Languages About the Team: - The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people. Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including, The Wall Street Journal, Barron's, MarketWatch, Dow Jones Factiva and Dow Jones Risk & Compliance. - You will find that we are a collaborative group, focused on delivering excellence during every customer interaction. About the Role - You will reside on the Customer Service Team, reporting to the Customer Service Supervisor. - You have a passion for helping people. - 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: - 7:00 AM to 6:30 PM JST / 2:00 PM PT to 12:30 AM PT You Will: - 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