Customer Service Associate (English & Chinese Speaking)

About the role

Dow Jones is looking for a bilingual Customer Service Associate to join its hybrid team in Hong Kong or Tokyo. You will provide high‑level telephone and email support for a portfolio of premium products such as The Wall Street Journal, Barron’s and MarketWatch, ensuring customers receive prompt and professional assistance.

Key responsibilities

• Handle inbound calls and emails, addressing queries on delivery, billing, pricing, content access and technical issues.
• Maintain customer loyalty by delivering courteous, efficient and solution‑focused service.
• Follow established procedures from initial contact through to issue resolution.
• Escalate complex cases to relevant internal teams and ensure timely follow‑up.
• Continuously update product knowledge and process skills through training.

Required profile

• Minimum 6 months of customer service experience.
• Fluent written and spoken English.
• Highly proficient in Cantonese and Mandarin, both written and spoken.
• Strong problem‑solving abilities and capacity to make independent decisions.
• Professional demeanor when interacting with high‑value customers and internal executives.

Required skills

• iOS
• Android
• Windows

What we offer

• Comprehensive insurance and retirement plans.
• Paid time off, education benefits and family care programs.
• Career growth initiatives and access to Dow Jones publications.
• Employee referral, well‑being, fitness and financial health programs.
• Cybersecurity protection and a supportive work environment.