Customer Services Team Leader

4 weeks ago

HONG KONG, Hong Kong SAR China Dow Jones Full time

Job Description:

The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people.

Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including, The Wall Street Journal, Barron’s, MarketWatch, Dow Jones Factiva, and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction.

We encourage anyone who wants to join us in our mission to apply.

CUSTOMER SERVICE TEAM LEAD - INTERNATIONAL

Based in :

Hong Kong

Reports to:

Manager - International Customer Support

Key Responsibilities:

  • The Customer Service Team Leader is responsible for helping to lead the team to ensure all customers receive superior service. The Customer Service Team Leader has a responsibility to ensure that customers are satisfied and remain loyal to Dow Jones and that the department's mandated service levels are achieved

  • Act as primary leadership contact for Customer Service when the International CS Manager is not available, and work to support the Customer Service International Manager as needed

  • Stay up-to-date and knowledgeable on our products and processes to provide support to the team

  • Handle the majority of customer escalations passed on by the Customer Service Associates

  • Assist with and monitor activities of staff including actively monitoring the work queues and agent availability and productivity, coaching, training, and retraining to develop an effective team with a strong customer focus

  • At the request of the team’s Manager, conduct telephone and email monitoring for staff and provide feedback for developmental purposes and to ensure accurate and timely support

  • 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 to improve the customer experience

  • Identify trends and develop and implement plans for improvement to ensure required customer satisfaction levels

  • Assist the International Manager with the training and development of new hires

  • Develop a cohesive and informed team through contribution to regular staff meetings and team-building exercises

  • Handle customer contacts, as business needs dictate

  • Tackle special projects, as needed

Required Qualifications:

  • 6+ months of experience working on a Consumer team within Dow Jones CS

  • Excellent verbal and written communication skills in English, as well as Mandarin and Cantonese, or Japanese

  • Experience handling and resolving escalated customer concerns

  • Ability to train/coach team members on new/existing Dow Jones products/services/job behaviors

  • Schedule flexibility for covering shifts when the International Manager is out or unavailable

Preferred Qualifications:

  • 1+ years experience in a call center environment

  • 2+ years of total customer service experience

  • Experience with independent problem-solving

  • Intermediate to moderate level experience with using various technologies (iOS, Android, Windows, etc.)

  • The ability to multitask in a fast-paced environment and adjust priorities as needed to meet daily and ongoing business needs

Desired Qualifications:

  • Ability to build and develop relationships with others to assess needs and to identify and solve problems

  • Ability to schedule work and implement work assignment adjustments to meet changing work priorities and ensure goal fulfillment

  • Proven track record of being open to feedback and opportunities for development and performance improvement

Our Benefits:

  • Comprehensive Healthcare Plans

  • Paid Time Off

  • Retirement Plans

  • Comprehensive Insurance Plans

  • Education Benefits

  • 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 TalentResourceTeam@dowjones.com. 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/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, email us at talentresourceteam@dowjones.com. 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

Since 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron’s, MarketWatch and Financial News.

This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.

If you are a current employee at Dow Jones, do not apply here. Please go to the Career section on your Workday homepage and view "Find Jobs - Dow Jones." Thank you.

Req ID: 43121

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