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.

CUSTOMER SERVICE ASSOCIATE - INTERNATIONAL

Based in:

Tokyo

Reports to:

Manager - International Customer Support

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 customers 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.)

Preferred Qualifications:

Experience in a contact center
Experience handling escalated customer concerns

Desired Qualifications:

Experience with sales/customer retention skills

Our Benefits:

Comprehensive Healthcare Plans
Paid Time Off
Retirement Plans
Comprehensive Insurance Plans
Education Benefits
Family Care Benefits
Subscription Discounts
Employee Referral Program

Reasonable accommodation: Dow Jones, Making Careers Newsworthy - We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. EEO/AA/M/F/Disabled/Vets. Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, email us at talentresourceteam@dowjones.com. Please put Reasonable Accommodation in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.

Business Area:

Dow Jones - Customer Service

Job Category:

Customer Service & Contact Center Operations

Union Status:

Non-Union role