Job Description:
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.
We encourage anyone who wants to join us in our mission to apply.
Key Responsibilities:
Provide high-level telephone and email support on Dow Jones' suite of products and services including but not limited to The Wall Street Journal, Barron's, and MarketWatch by answering our customer queries concerning delivery, billing/account administration, pricing, content, technical support, and product navigation.
Retain Dow Jones customers and increase customer loyalty while projecting a professional, efficient, and positive approach
Strong ability to overcome objections and enthusiastically resolve customer's concerns while consistently providing superior levels of customer service
Ensure all relevant procedures are followed from beginning to resolution
Actively seek out opportunities for self-improvement, keeping up with new product training and process knowledge
Make independent decisions to resolve customer issues with strong problem-solving skills
Work with other Dow Jones departments to ensure escalated issues are handled timely and correctly
Professional ability to interact with highly valued customers and internal executives if and when applicable
Required Qualifications:
Six months of work experience in Customer Service
Fluent in English, for both verbal and written communication in a business setting
Highly proficient and very fluent in Japanese, for both verbal and written communication in a business setting
Intermediate to moderate level experience with using various technologies (iOS, Android, Windows, etc.)
Our Benefits:
Comprehensive Healthcare Plans
Paid Time Off
Retirement Plans
Comprehensive Insurance Plans
Education Benefits
Family Care Benefits
Subscription Discounts
Employee Referral Program
Business Area:
Dow Jones - Customer ServiceJob Category:
Customer Service & Contact Center OperationsUnion Status:
Non-Union role-
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