[Remote] Customer Service Associate - Remote

Note: The job is a remote job and is open to candidates in USA. Dow Jones is a leader in global news and business information, and they are seeking a Customer Service Associate to join their Customer Service Team. The role involves providing exceptional support to customers through various communication channels, addressing their queries, and ensuring customer satisfaction. Responsibilities Provide high-level telephone, email, and web chat support for the Dow Jones suite of PIB products; including Factiva, Dow Jones Risk & Compliance, and Dow Jones Newswires Answer global customer queries concerning content/data, product navigation, billing/account administration, and more Provide professional-level support to retain Dow Jones customers and increase customer loyalty Multitask, prioritize, and enthusiastically resolve customers' concerns while consistently providing superior levels of customer service Ensure all relevant procedures are followed from beginning to resolution Ensure all key performance indicators and service levels are met Actively seek out opportunities for self-improvement, and participate in new product and procedural training Work with other Dow Jones departments to ensure escalated issues are handled efficiently and correctly Skills High proficiency in Mandarin/Cantonese, or Japanese for both written and verbal communication within a corporate environment Fluent in English, for both written and verbal communication Commitment to customer satisfaction with the ability to build and develop relationships to identify problems, assess needs, and find solutions Ability to listen, empathize, and effectively handle challenging customer inquiries in a professional and pleasant manner Ability to maintain a positive attitude in an often busy and stressful environment Ability to understand new technical systems and applications quickly Attention to detail and the ability to multitask, prioritize, and meet deadlines Positive outlook on change and flexible approach to team-based work environment and structure Ability to follow a large set of procedural guidelines and to be independently resourceful when investigating/researching complex customer queries Experience in a contact center and/or customer service environment Salesforce experience is a plus College degree desired, or equivalent work experience Previous research experience desired Fluent in addition to the language applied for (this is desired, not required): German/French/Spanish/Chinese/Japanese/Italian/Russian Benefits Comprehensive Healthcare Plans Paid Time Off Retirement Plans Comprehensive Medical, Dental and Vision Insurance Plans Education Benefits Paid Maternity and Paternity Leave Family Care Benefits Commuter Transit Program Subscription Discounts Employee Referral Program Company Overview Dow Jones is a news and business information provider that delivers content to consumers and organizations via newspapers and more. It was founded in 1882, and is headquartered in New York, New York, USA, with a workforce of 1001-5000 employees. Its website is Company H1B Sponsorship Dow Jones has a track record of offering H1B sponsorships, with 45 in 2025, 40 in 2024, 48 in 2023, 72 in 2022, 44 in 2021, 39 in 2020. Please note that this does not guarantee sponsorship for this specific role.