Customer Service Supervisor

Dow Jones & Company; Barcelona; Presencial; EUR 35.000 - 50.000; Jornada completa

Descripción de la vacante

A leading media organization based in Barcelona is seeking a Customer Service Supervisor to ensure superior customer service for all clients and employees. This role involves managing a team, analyzing service metrics, and enhancing procedures to achieve service excellence. The ideal candidate should possess strong leadership skills and have at least one year of experience in a customer service management role. This position offers a comprehensive benefits package and opportunities for professional development.

Servicios

Comprehensive Healthcare Plans

Paid Time Off

Retirement Plans

Subscription Discounts

Formación

• At least 1 year experience as a B2B Team Leader or 2 years of customer service experience.
• Experience supporting applications in a web environment.
• Ability to train and coach team members.

Responsabilidades

• Direct and monitor activities of assigned staff to develop an effective customer-focused team.
• Analyze customer service metrics to identify opportunities for improvement.
• Create documentation and implement consistent global processes.

Conocimientos

Leadership and team-building skills

Advanced problem-solving skills

Excellent verbal and written communication skills

Time management and organizational skills

Educación

Bachelor's degree

Herramientas

CRM system

Salesforce

Descripción del empleo

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 year 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
• 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 Service

Job Category

Customer Service & Contact Center Operations

Union Status

Non-Union role

Required 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

Employment Type

Full-Time

Experience

years

Vacancy

1