Job Description: Customer Service Team Leader
Based in: Barcelona, Spain
Reports to: Customer Service Supervisor
Position Summary: 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 scheduling, coaching, training, and coaching/training as needed to develop an effective team with a strong customer focus.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.Participate in advanced R&C;/Factiva training with Tech Support and Product teams in order to remain an SME.QUALIFICATIONS:Required: Experience in a customer service organization supporting high-end products and high-value clients.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.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.Salesforce experience.Desired: Fluency in one of the following languages: French/Spanish/German/Italian/Russian.Bachelor's degree desired.Ability to analyze reporting of metrics and understand KPIs and Service Levels in a call center environment.Our Benefits:Comprehensive Healthcare Plans.Paid Time Off.Retirement Plans.Comprehensive Insurance Plans.Family Care Benefits.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, Making Careers Newsworthy
Business Area: PRINT & ENT SVCS - CUSTOMER SERVICE
Job Category: Customer Service/Support Group
Union Status:
Req ID: 34536
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