Dow Jones International Ltd.

Dow Jones International Ltd.

Client Engagement Specialist in Tokyo, Japan

  • 外資系
  • 語学(英語)を生かす

■Job Description:
 Key Responsibilities:

●Responsible for owning the retention strategy for assigned Strategic accounts by building and executing a renewal plan
●Proactively provide a monthly report to manager highlighting high risk renewal accounts within the region and strategy/ideas to turnaround
●Responsible for ensuring appropriate levels of customer training and product utilization by working with the Product Training Specialist team and monitoring internal reports
●Oversee the overall renewal life cycle; from pricing, contracting, to invoicing and client support, so customer concerns get addressed correctly and efficiently throughout the fiscal year
●Support new sales into existing accounts to ensure maximum customer ROI with DJ

【Customer Knowledge】
●Know your customer including the development of good account understanding, business groups deriving value from DJ services, understanding the clients’ business/industry, competitor solutions they are using and the client’s current and developing needs.
●Understand how your clients derive value from DJ services/products, know the people involved including decision makers within those groups.
●Serve as a client conduit internally for feedback and competitive intelligence to DJ Product, Content & Marketing.
●Lead Generation
●Must identify opportunities for increased revenue within the set of accounts (up-selling and possibly cross-selling) and work with other members of the sales team to follow through on such opportunities.


仕事内容 ●Ability to communicate with our global customers in both written and spoken Japanese and English within a corporate environment
●Answers queries related to the functionality of Dow Jones products, such as Factiva, Risk & Compliance Database, Newsplus and Newswires via email, webchat and phone.
●Offer basic troubleshooting of customers technical issues such as login errors and further escalate the case to technical support team.
●Maintain a high degree of customer service for all support queries and adhere to all service management principles and Service Level Agreement
●Provide excellent customer service to customers in a courteous, effective and timely manner to ensure resolution of customer contacts
●Ensure all relevant procedures are followed from beginning to resolution
●Work with other Dow Jones departments such as Content, Billing and Technical support team to ensure escalated issues are handled timely and correctly
●Help follow up cases handled by other customer service team members worldwide.
●Act as an internal voice of the customer and deliver the customer feedback to the Product team.
●Actively seek out opportunities for self-improvement, keeping up with new product trainings and process knowledge
●Speaks native Japanese and business level English
●Superior verbal and written communication skills with the ability to quickly establish trust and reliability over the phone
●Sound judgment and a commitment to customer satisfaction with the ability to build and develop relationships to identify problems, assess needs, and find solutions
●Strong aptitude and desire to learn new technical systems and applications
●Previous customer service experience is not a must but is desired. Customer service related experience, such as hospitality, airline and tourism are also welcome.
●Proficiency with Microsoft Office and web browsing
●Positive outlook on change and flexible approach to team-based work environment and structure
●College degree required
給与詳細 Consulted at offering
雇用形態 正社員
(One Year contract)
勤務地 東京都
Dow Jones (Japan) K.K.
Otemachi First Square East Tower 19F
1-5-1 Otemachi Chiyoda-ku Tokyo, Japan
勤務時間Consulted at offering
Annual Leave , National Holidays , Weekends , etc.

※Must be flexible to work on weekend and public holidays when assigned. (5 days work)
福利厚生等Consulted at offering


企業名 Dow Jones International Ltd.
事業内容 Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events.Dow Jones has produced unrivaled quality content for more than 125 years and today has one of the world’s largest news gathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Factiva, Barron’s, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.Dow Jones is a division of News Corp (NASDAQ: NWS, NWSA; ASX: NWS, NWSLV).
住所 〒 100-0004


応募方法 Please submit your application to