Based in: Barcelona
Reports to: Customer Service Supervisor
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.
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, 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
Be an SME (subject matter expert) in R&C and provide CS reps with additional support on R&C inquiries in an effort to minimize escalations.
Participate in advanced R&C training with Tech Support and Product teams in order to remain an SME
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 PIB products and services (Factiva, R&C, Newswires)
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
Advanced knowledge of current PIB products and CS procedures, with a minimum of 6 months in a CSA position on the PIB team in the past 2 years
Advanced knowledge in R&C products, as this Team Leader will also become an R&C SME (subject matter expert).
Ability to schedule work and implement work assignment adjustments to meet changing business needs
Ability to share MOD (Manager on Duty) responsibilities on weekends and holidays
Fluency in one of the following languages: French/Spanish/German/Italian/Russian/Chinese/Japanese
Bachelor’s degree desired
Ability to analyze reporting of metrics and understand KPIs and Service Levels in a call center environment
Comprehensive Healthcare Plans
Paid Time Off
Comprehensive Insurance Plans
Family Care Benefits
Commuter Transit Program
Employee Referral Program
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
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: 26875