Dow Jones Customer Service Jobs

Customer Service

Are you a people person?

If so, we want you on our team. People like talking to you. You’re a problem solver, self-starter, and keen negotiator. You understand that good customer relationships are vital for business. You make a great first impression. People like working with you because you’re reliable, energetic, and most of all, fun. If this is you, we’d love to meet you.

reach out to us at <a href="mailto:TalentResourceTeam@dowjones.com" target="_blank">TalentResourceTeam@dowjones.com </a>. Please put “Reason

Job Information

Dow Jones Customer Services Team Leader in BARCELONA, Spain

Job Description:

The Customer Service & Experience Design (CSXD) Department’s mission is to provide superior customer experiences that are purposeful, seamless, consistent, and that are in-line with our world-class B2C and B2B brands

Our Customer Service Teams provide 1st through 3rd level support for our global customers and client contacts. Our Contact Center Operational Excellence team is responsible for Training, Quality Management, Service Performance Reporting, Service Design, and the Systems that support the Customer Service team. Our Customer Experience Design Team are the guardians of the customer experience and advocate for our customers

All of our team members are passionate about always being the 'customer' and work to incorporate our CSXD core values into their work every day. We are looking for applicants that are Curious, Unique, Self-Starters, Team Players, Open, Motivated, Educated, and Respectful.

We encourage anyone that wants to join us in our vision to lead Dow Jones in being a customer-obsessed organization to apply.

Customer Service Team Leader

Based in: Barcelona, Spain

Reports to: Customer Service Supervisor

Position Summary:

The position resides in the Customer Experience Team, reporting to the Customer Service Supervisor. Here at Dow Jones we are looking for a PIB Customer Service Team Leader. We are looking for someone who has a passion for helping people, strong leadership skills, and truly has a can-do attitude. We are offering a career with a recognized leader in the world of global news and business information. This is an opportunity to be a part of a multinational organization that focuses on its people. Dow Jones is searching for candidates who want to work within our Global Customer Service team to learn and grow from this position.

Key Responsibilities:

  • The Customer Service Team Leader is responsible for helping to lead the team to ensure all customers receive superior service

  • Act as the primary management contact for Customer Service when the CS Supervisor is not available

  • Act as Manager On Duty (MOD) on weekends and holidays on a rotational basis with CS Supervisor

  • Assist with recruiting, scheduling, follow up on customers surveys, coaching, training, and performance management as needed to develop an effective team with a strong customer focus

  • Conduct telephone, e-mail, and web chat monitoring for staff and provide feedback for development purposes

  • Collaborate with other regional Customer Service teams

  • Work with Product, Sales, Data Strategy, Billing, and other Dow Jones departments as necessary

  • Help develop a cohesive and informed team through contribution via regular staff meetings and team-building exercises

  • Provide high-level telephone and e-support for the complete Dow Jones PIB product suite by assisting customers with product navigation, content queries, answering billing/account administration questions, and offering first-line technical support

  • Handle special projects as needed

Requirements:

  • Experience in a customer service organization supporting high-end products and high-value clients

  • Experience supporting complex applications in a web environment

  • Ability to train/coach team members on Dow Jones products and services

  • Ability to schedule work and implement work assignment adjustments to meet changing business needs

  • Ability to assimilate complex product knowledge and identify appropriate solutions to solve problems independently

  • Ability to build and develop relationships with others to assess needs, identify and solve problems

  • Superior verbal and written communication skills with the ability to explain complex ideas at a level appropriate to the audience

  • Strong knowledge of the PIB suite of products required

  • Salesforce experience required.

  • Bachelor’s degree preferred

  • Superior verbal and written communication skills in at least one of the following languages: French/Spanish/German/Russian

Our Benefits

  • Comprehensive Healthcare Plans

  • Paid Time Off

  • Retirement Plans

  • Comprehensive Insurance Plans

  • Education Benefits

  • Family Care Benefits

  • Subscription Discounts

  • Employee Referral Program

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets .

Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, please reach out to us at TalentResourceTeam@dowjones.com. Please put Reasonable Accommodation in the subject line.

Dow Jones , Making Careers Newsworthy

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets .

Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, please reach out to us at TalentResourceTeam@dowjones.com. Please put “Reasonable Accommodation" in the subject line.

Business Area: PRINT & ENT SVCS - CUSTOMER SERVICE

Job Category: Customer Service/Support Group

About Us

Since 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron’s, MarketWatch and Financial News.

This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.

If you are a current employee at Dow Jones, do not apply here. Please go to the Career section on your Workday homepage and view "Find Jobs - Dow Jones." Thank you.

Req ID: 22550

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