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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates high proficiency in Chinese (Mandarin and/or Cantonese) and English for effective communication in a corporate environment. Possesses strong customer focus and problem-solving skills to resolve inquiries and enhance customer satisfaction across various Dow Jones products and services.
Highest-signal resume keywords
Customer SupportBilingual CommunicationProblem-Solving SkillsSalesforce ExperienceAttention to Detail
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Relationship ManagementProduct NavigationTechnical SupportBilling AdministrationSubscription ManagementData AnalysisComplex Issue ResolutionMultitaskingLearning New SystemsCustomer Retention
Soft Skills
Customer FocusProfessional CommunicationTeam CollaborationJudgmentAdaptability
Tools & Technologies
SalesforceWeb Chat PlatformsEmail Support SystemsTelephone Support Systems
Industry Keywords
Customer ServiceContact CenterCustomer SatisfactionService-Level ExpectationsKey Performance Indicators
About the role
Key responsibilities & impact- 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, and procedures, with a willingness to learn and support additional products as business needs evolve.
- Interact professionally with customers, internal stakeholders, and executives when appropriate.
- Report to the Customer Service Supervisor.
Requirements
What you’ll need- High proficiency in Chinese, either Mandarin and/or Cantonese for both written and verbal communication within a corporate environment.
- Fluency in English, for both written and verbal communication.
- Strong customer focus with the ability to professionally assess and resolve customer inquiries.
- Ability to quickly learn new products, systems, applications, and processes.
- Strong attention to detail with the ability to multitask, prioritize, and work effectively independently and as part of a team.
- Preferred experience working in a contact center or customer service environment.
- Preferred experience handling complex customer concerns across multiple communication channels.
- Preferred experience with Salesforce or other customer relationship management systems.
- Preferred experience with customer retention, sales, research, or business information products.
- Desired college degree or equivalent professional experience.
- Desired additional language proficiency beyond the language required for the position.
- Desired interest in developing expertise across multiple Dow Jones products and customer segments.
- Desire to learn, grow, and build a career within Dow Jones.
Benefits
Comp & perks- Comprehensive Healthcare Plans
- Paid Time Off
- Retirement Plans
- Comprehensive Insurance Plans
- Education Benefits
- Family Care Benefits
- Subscription Discounts
- Employee Referral Program