Customer Service Associate (Japanese & English Speaking) - in Tokyo, Japan

Dow Jones Japan K.K. 企業情報

  • 外資系
  • 語学(英語)を生かす

Dow Jones Japan K.K.

■What do you need from me?

●Speaks native Japanese and strong fluency in 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
●This is primarily a 5-day work week position but the incumbent should be flexible to work on weekends or public holidays when assigned. Incumbent can work from home if assigned to work on weekends or public holidays.
●After the 1 year contract, role will be converted to permanent subjected to performance

●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


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.


大卒 以上


See above(■What do you need from me?)
給与詳細 Consulted at offering
雇用形態 正社員
(One Year contract to Permanent)
勤務地 東京都
勤務地詳細 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
休日休暇 Annual Leave , National Holidays , Weekends , etc.
福利厚生等 Consulted at offering


企業名 Dow Jones Japan K.K.
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



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応募について この職種への応募は「履歴書(英文)」と「職務経歴書(英文)」を以下のメールアドレスに送付してください。

Customer Service Associate (Japanese & English Speaking) - in Tokyo, Japan