Customer Service Supervisor
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Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Job Description:
Customer Service Supervisor
Based in: Barcelona Spain
Reports to: Customer Service Manager
Position Summary:
The position resides in the Customer Experience Team reporting to the Customer Service Manager. The Customer Service Supervisor is responsible for ensuring a team of representatives provides superior customer service to all Dow Jones customers prospects and employees. The role requires liaising with other departments to develop and maintain procedural guidelines and mapping out best practices for the team. The Supervisor will also ensure that the departments mandated service levels are met.
Key Responsibilities:
Direct and monitor activities of assigned staff including goal-setting performance management and coaching to develop an effective team with a strong customer focus
Determine scheduling and staffing needs to maintain service levels
Monitor interactions and provide feedback for development purposes to ensure accurate and timely support
Establish relationships with other internal Dow Jones teams to improve the knowledge base and reduce time on escalated inquiries
Analyze customer service metrics to determine opportunity areas and monitor performance against goals
Ensure that escalations to various departments are seamless to our customers
Create documentation implement consistent global processes and train direct reports as needed
Identify opportunities for improvement with systems and procedures and initiate appropriate action to implement process changes
Provide high-level support for escalated customer contacts
Review customer feedback and survey responses to assist in process improvement and agent development
Work closely with PIB CS Supervisors in other regions to ensure the department is running as one global unit
Assist with the recruiting interviewing and hiring process
Act as Manager On Duty (MOD) on weekends and holidays on a rotational basis with CS Team Leader
Key Relationships:
Establish rapport with internal and external customers
Work closely with Customer Service colleagues locally and globally to ensure synergy across the entire group
Work with other Dow Jones departments to ensure escalated issues are handled timely and correctly
QUALIFICATIONS:
Required
At least 1 years experience as a B2B Team Leader/agent or 2 years of internal or external customer service experience in a multi-channel call center environment with knowledge of ACDs call tracking systems and call monitoring
Leadership and team-building skills to motivate and inspire the team towards the achievement of service excellence
Advanced problem solving and analytical skills with the ability to evaluate issues and conflicts that benefit both the customer and the business
Ability to train/coach team members on new/existing Dow Jones products/services/job behaviors
Experience supporting applications in a web environment corporate intranets and/or integrated knowledge solutions
Experience with a CRM system
Excellent verbal and written communication skills
A positive outlook on change and a flexible approach to the work environment and structure
Excellent time management and organizational skills and the ability to prioritize and meet deadlines
Ability to share MOD (Manager on duty) responsibility on weekends and holidays
Commitment to customer satisfaction
Preferred
Knowledge of the PIB suite of Dow Jones products (Factiva Risk & Compliance Newswires)
Experience with Salesforce and other Dow Jones internal tools and products
Ability to analyze reporting of metrics and understand KPIs and Service Levels in a call center environment
Desired
Bachelors degree
Experience in an industry related to News/Research/Media
Our Benefits
Comprehensive Healthcare Plans
Paid Time Off
Retirement Plans
Comprehensive Insurance Plans
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 Please put Reasonable Accommodation in the subject line.
Reasonable accommodation: Dow Jones Making Careers Newsworthy - We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity or expression pregnancy age national origin disability status genetic information protected veteran status or any other characteristic protected by law. EEO/Disabled/Vets. We strongly encourage applications from all qualified individuals including women people with disabilities and those from underrepresented groups. 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 email us at Please put Reasonable Accommodation in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.Business Area:
Dow Jones - Customer ServiceJob Category:
Customer Service & Contact Center OperationsUnion Status:
Non-Union roleRequired Experience:
Manager
Key Skills
- Business
- Patient Care
- Compliance
- Facility
- Emergency
- Accounting
- HVAC
- Daily Operations
- Direct Supervision
- Professional Development
- Service Management
- Service Operations
- Service Quality
- Payroll
- Service Technician
About Company
Dow Jones is the definitive source of premium business news, data and intelligence that moves markets and minds. Dow Jones helps you cut through the noise and act with clarity. Whether you're navigating risk, seizing market opportunity, or staying ahead of global events, Dow Jones giv ... View more
