Set the Standard - Bloomberg Professional Services · PDF file training sessions across the...

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    08-Jun-2020
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Transcript of Set the Standard - Bloomberg Professional Services · PDF file training sessions across the...

  • Set the Standard

    JOINING BLOOMBERG GLOBAL CUSTOMER SUPPORT

  • jobs.bloomberg.com2

    REPORT

    ANALYZE

    INTERPRET

    UNCOVER

    DELIVER

    COMMUNICATE

    DESIGN

    ANALYZE

    GENERATE

    DESCRIBE

    INTERPRET

    CREATE

    EXPLAIN

    BUILD

    FIGURE OUT

    DECODE

    FOCUS ON

    THINK

    DELIVER

    WHAT WE

    EnviSion

    FUELS

    iDEAS

    jobs.bloomberg.com

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    COMPANIES

    COMMUNITIES

    MARKETS

    ECONOMIES

    OPINIONS

    INVESTMENTS

    TRADES

    ENVIRONMENTS

    POSSIBILITIES

    OPINIONS

    CULTURES

    LEADERS

    OPPORTUNITIES

    DECISIONS

    TECHNOLOGY

    INDUSTRIES

    EXPLORES

    MOTIVATES

    STRENGTHENS

    INFLUENCES

    ADVANCES

    EMPOWERS

    SHIFTS

    MAXIMIZES

    BUILDS

    GUIDES

    SHAPES

    ENGAGES

    HELPS

    ADVANCES

    WHAT WE

    EnviSion

    FUELS

    iDEAS

  • jobs.bloomberg.com4

    Do you want to...?

    Go the extra mile Create, collaborate and communicate Uncover infinite opportunities Succeed in a fast-paced environment

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    Bloomberg’s Global Customer Support (GCUS) plays a central role in supporting our business, redefining what customer service is really about. Join us and be a part of the success.

    “…if there is anything that defines our company, it is an awareness that nothing is more important than customer service.” - Michael Bloomberg

    Go the extra mile Create, collaborate and communicate Uncover infinite opportunities Succeed in a fast-paced environment

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    Introducing GCUS Bloomberg Global Customer Support is located in four cities: Tokyo, Singapore, London, and New York. We offer the highest standard of phone support to Bloomberg clients all around the world.

    The face of Bloomberg From website viewers to Bloomberg Professional® service users, anyone and everyone calls GCUS to get assistance. GCUS operates at the front line of Bloomberg, ensuring our clients have the support they need 24/7, every day of the year. We provide expert support not only for our clients, but also for our employees.

    Talking the language We assist clients from across the world in over 17 languages, so you can make the most of your language skills in GCUS. Our language mentors can also help to take your language skills to the next level.

    Go the extra mile

    Teamwork makes the dream work To provide support to our clients we work internationally finding innovative solutions to customer issues in any region — we operate seamlessly as a global team.

    Go above and beyond We identify and research inquiries, adding value by pre-empting possible future issues. We are constantly challenging ourselves to make the client service experience at Bloomberg better, staying closely engaged with Bloomberg’s business planning.

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    “My background is in mechanical engineering, so moving into customer support at Bloomberg was very different to what I’ve done before. No day is ever the same here, but the goal is always to provide platinum client support. At GCUS, I’ve had the opportunity to use my language skills and work in a diverse, international team. Everyone is very friendly and helpful.” Tomoko, Asia Pacific (APAC) “Originally, I worked in the hotel industry where customer service was a big part of my job. Any service background is a huge plus in this role. I really enjoy the opportunities to connect with people from all over the world — not only clients — but also colleagues in other offices and departments. It’s great to get an insight into different cultures and values and it’s rewarding to feel part of a big, global team.” AnDrEW, Americas (AmEr) “Before Bloomberg, I worked in sales and marketing for hotels and travel agencies. I spent time overseas in France, Mexico, Spain and US and this helped me understand the variations in working culture and professional expectations of customers in different countries. Those experiences were beneficial in my new role in GCUS, providing world-class customer service across international borders. It’s also great to work with people from a range of backgrounds.”

    LUigi, Europe, middle East and Africa (EmEA)

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    WHAT WE Do We constantly strive to keep up with ever-changing client needs. That means we need creative and dynamic individuals to take responsibility for projects that can directly impact clients’ workflow. Your ideas can make a big difference.

    nEWS & mULTimEDiA SPECiALiSTS Bloomberg’s market-leading media products allow us to drive conversations in the financial and business communities. From Bloomberg TV and radio, to Bloomberg magazines and digital properties, we’re constantly publishing and sharing content around the world. At GCUS, we work closely with news teams to advise on any issues and ensure their stories get where they need to be.

    ConFErEnCE BriDgE Conference Bridge is audio conference call software monitored by GCUS. We are responsible for helping callers to join conferences smoothly and ensuring the quality of the audio. We are responsible for resolving any issues and proactively escalating problems to relevant business contacts. We work together with our internal IT department to manage issues, often under tight time constraints

    THink TAnk Our Think Tank team aims to create and implement initiatives to improve the department’s efficiency and the overall client experience. At each team meeting, we brainstorm ideas and develop new initiatives, encompassing anything from minor procedural changes to complete redesigns of the client interface. We frequently collaborate with other departments, including operational groups, core terminal sales and R&D. This inter-departmental collaboration is the key to creating a successful business plan and seeing the best ideas reflected in new systems or processes.

    Create, collaborate, and communicate

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    WE oFFEr THE HigHEST STAnDArD oF PHonE SUPPorT To BLoomBErg CLiEnTS ALL AroUnD THE WorLD.

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    7:30AM

    “My typical day begins with a quick breakfast at the pantry.”

    8:00AM

    “Now, it’s time to start helping clients from all over the globe. I get a lot of calls from the Americas, as well as Asia Pacific. Since I studied Portuguese at college, I also use my language skills to assist clients in Brazil.”

    11:00AM

    “I’m involved in a joint project with colleagues in Singapore. Our meetings are often over video conference.”

    12:00PM

    “I usually take lunch in the pantry as it gives me the opportunity to network with colleagues from other departments.”

    A DAY in gCUS — mona (APAC)

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    3:00PM

    “I enjoy mentoring new hires and doing everything I can to help them settle in our department.”

    4:00PM

    “Bloomberg delivers in-depth training sessions across the company, so you can develop the skills you want.”

    5:00PM

    “Time to log out and go home.”

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    Uncover infinite opportunities WHErE YoU FiT in At Bloomberg, there is no set career path and it is up to you to build the career you want. In GCUS, there are many opportunities for progression within the department as well as elsewhere in Bloomberg. GCUS will help you build the various skills you need to succeed in the company, particularly customer service, which is a core value at Bloomberg.

    CArEEr oPPorTUniTiES WiTHin gCUS GLOBAL TRAINING The GCUS Training team is responsible for the on-boarding and development of new customer support representatives as well as advanced training tailored to the needs of experienced representatives. A GCUS trainer typically has a variety of tasks each day, including video conference calls with the global training team, training classes with new hires and building relationships with current representatives and team leaders. GCUS Trainers use a speech analytics tool to help pinpoint training needs, trends in calls and areas for potential procedural enhancement.

    GCUS TRAINER, Natacha Tazinassi De Godoi (AMER) “As a GCUS Trainer, I have the opportunity to share experiences I gained as a GCUS representative with new hires to Bloomberg and our department. It’s given me the opportunity to expand my skills in many ways, including: researching and assessing the department’s needs; helping with advanced certifications and training sessions, building a cohesive global team and serving regional and cultural differences. My role is constantly changing and offering new challenges. It has definitely encouraged me to be creative every day.”

    TEAM LEADER GCUS Team Leaders juggle a number of responsibilities, including managing their teams, supporting individual representatives, and ensuring day-to-day work and

    other projects are completed to the highest possible standard. Above all, Team Leaders aim to deliver excellent customer service while acting