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Customer Service

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Job Information

Dow Jones Customer Support Manager (International/B2B) in PRINCETON, New Jersey

Job Description:

Customer Support Manager (International/B2B)

Based in: Princeton, NJ

Reports to: Head of PIB Customer Service

Key Responsibilities:

  • Embrace the Core Values, Mission and Vision of the department

  • Workforce planning, goal setting, performance management, coaching, training, and development plans to ensure accomplishment of work objectives as well as customer focus

  • Development of partnerships with key internal Dow Jones departments to ensure that the team is able to support all products and customized implementations

  • The implementation of day-to-day support procedures and initiatives to achieve target metrics

  • Development and implementation of strategies to meet customer satisfaction goals and devising innovative ways to provide superior customer service

  • Help develop and maintain a stable and flexible team that is highly committed, motivated, and customer focused

  • Maintaining up to date knowledge of industry developments; provide input into the strategy of the Contact Center.

  • Lead the team to effectively resolve escalated customer issues and queries

  • Working with the Service Excellence team and the Quality Management team deliver daily, weekly, monthly team KPI adherence, quantitative and qualitative reports

  • Development and management of KPIs to track team performance

  • Analysis of customer service metrics to determine opportunity areas and monitoring performance against goal

  • Establishing, documenting, and implementing consistent global processes, procedures, and customer experiences.

  • Develop a cohesive and informed team through leading regular staff meeting and team building exercises

  • Positively influence and facilitate continuous learning

  • Coordinating global staff recruitment in partnership with HR staff

  • Reviewing the performance of staff, identifying training needs and planning training sessions;

  • Organizing staffing, including shift patterns and the number of staff required to meet demand

  • Act as key Manager on Duty for critical customer and system issues; Ensuring that both internal and external customers receive timely notification of scheduled maintenance and system outages for supported platforms

  • Evaluate tools, systems and applications to use in our support organization and recommend any new opportunities

  • Spearhead new initiatives, devise programs and recommend processes, lead projects, identify resources and assign special projects to staff to support launches of new products.

  • Coaching, motivating and retaining staff

  • Develop a cohesive and informed team through leading regular staff meeting and team building exercises

QUALIFICATIONS:

Required:

  • 3+ years experience leading a support team in a multi-channel call center environment

  • Ability to motivate and inspire the team towards achievement of service excellence

  • Ability to coach, train, and provide feedback to team members with the goal of improving skills and accomplishment of goals

  • Advanced problem solving and analytical skills with the ability to evaluate issues/conflicts and make timely decisions that benefit both the customer and the business

  • Demonstrated commitment to customer satisfaction

  • Excellent communication skills (written/verbal) with the ability to explain complex ideas at a level appropriate to the audience

  • Ability to effectively interact with stakeholders

  • Ability to deal with high-level complaints

  • Superior time management and organizational skills and the ability to prioritize and meet deadlines

  • Experience using CRMs, contact channel manager platforms

  • Experience working in a target-driven environment

  • A positive outlook on change and a flexible approach to the work environment

  • Ability to share MOD (Manager on duty) responsibility outside of business hours

  • English Fluency at a business level

  • Ability to travel domestically and internationally up to 25%

Preferred

  • Bachelor’s degree

  • 3+ years experience leading a global support team in a multi-channel call center environment

Desired

  • Fluency of a supported non-English language at a business level

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 Group

Req ID: 31566

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