Team Leader, Customer Service Consumer

**Job Description**:
The Customer Service (CS) Department’s mission is to provide superior customer experiences that are purposeful, seamless, consistent, and that are in-line with our world-class B2C and B2B brands.

Our Customer Service Teams provide 1st through 3rd level support for our global customers and client contacts. Our Contact Center Operational Excellence team is responsible for Training, Quality Management, Service Performance Reporting, Service Design, and the Systems that support the Customer Service team.

All of our team members are passionate about always being the 'customer' and work to incorporate our CS core values into their work every day. We are looking for applicants that are Curious, Unique, Self-Starters, Team Players, Open, Motivated, Educated, and Respectful.

This role reports to the Customer Service Supervisor - Consumer EMEA. The Customer Service Team Leader - EMEA is responsible for helping the EMEA customer service team deliver superior service, by ensuring that customer needs are addressed and that the team's service goals are met.

What You’ll Do:

- Handle the majority of customer escalations passed on by the EMEA Customer Service team
- Assist with and monitor activities of staff including proactively managing work queues and agent availability and productivity
- Handle customer contacts, as business needs dictate
- Share information with staff, review team progress and establish relationships with other teams to improve the knowledge base, reduce time on escalated inquiries, etc.
- Work with Dow Jones’ internal partners to ensure that customer contacts are resolved quickly and correctly. Support sales teams, as applicable
- Generate ideas that streamline processes, reduce manual work and quicken customer service operations with the goal of improving the customer experience
- Identify trends and develop and implement plans for improvement to ensure required customer satisfaction levels
- Develop a cohesive and informed team through contribution to regular staff meetings and team-building exercises
- Assist with training and coaching of team members on new and/or existing Dow Jones products, services, and policies
- Tackle special projects, as needed

Who You Are:

- You have the ability to multitask in a fast-paced environment and adjust priorities as needed to meet daily and ongoing business needs
- You have the ability to build and develop relationships with others to assess needs and to identify and solve problems
- You are able to schedule work and implement work assignment adjustments to meet changing work priorities and ensure goal fulfilment
- You have a proven track record of being open to feedback and opportunities for development and performance improvement

QUALIFICATIONS:
Required
- 3+ months of experience working on the Consumer EMEA team within Dow Jones CS
- Strong verbal and written communication skills in English - able to communicate up to level C1/C2 or equivalent in English
- Experience handling and resolving escalated customer concerns

Preferred
- 2+ years of total customer service experience
- 1+ years experience in a call center environment
- Experience with independent problem solving
- Intermediate to moderate level experience with using various technologies (iOS, Android, Windows, etc.)
- Experience with people management or leadership

Our Benefits
- Comprehensive Healthcare Plans
- Paid Time Off
- Retirement Plans
- Comprehensive Insurance Plans
- Education Benefits
- Family Care Benefits
- Subscription Discounts
- 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.

Business Area: PRINT & ENT SVCS - CUSTOMER SERVICE

Job Category: Customer Service/Support Group

Union Status:
Req ID: 33544