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 when assigned, which may include evenings, weekends, and holidays.
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 to 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.
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 ability to explain complex ideas at a level appropriate to the audience.
Salesforce experience preferred.
Bachelor’s degree preferred.
If this position matches your experience, skills and motivations please submit your CV and a covering letter detailing why you feel you are suitable for the role.
[Please note only candidates requested for interview will be contacted].