Job Description:
The Role: This position has the greatest influence on the achievement of customer satisfaction and is responsible for providing effective and courteous support to customers. This includes keeping a clear and active focus on enquiry resolution and ensuring that all the necessary action is taken to resolve a customer’s inquiry. To achieve this, he/she needs to have or develop and maintain a solid understanding of the financial markets, and how Platts’ data and products fit into this market. All CSPs need to gain skills to demonstrate competency across our broad range of products and supports the Platts customer to ensure that the client receives maximum value and benefit.
The Impact: The Client Services Professional provides the best possible frontline service experience in support of customers and prospects. Working in a high performance client services department, the CSP offers a professional approach in answering calls and provide information about Platts products and services, taking input of issues and their resolution thereof by maintaining records of transactions and interactions. Provides appropriate and timely follow-ups wherever required and escalate unresolved queries to other Resolver Groups.
The Team/The Business: Platts is a leading global energy, petrochemicals, metals and agriculture information provider, and a premier source of benchmark price references. Platts has a highly diverse workforce, a global perspective, and a “business casual” culture.
Responsibilities: Provide proactive and reactive support to customers through all possible interaction methods. These include telephone, e-mail, fax, chat and others Assist clients with resolutions to questions concerning products, billing, technical, delivery issues, account/contract status, change of address, cancellation requests, refund requests, and all pertinent queries Keep a clear and active focus on resolving cases, maintaining a patient friendly manner with all customers and colleagues, respecting differences and ensuring that all the necessary action and follow up is taken to resolve a customer’s inquiry efficiently and effectively. Follow up on customer complaints and ensure that their problems are resolved in a timely manner. 100% adherence to Salesforce.com and adoption of all service procedures that provides Platts and the business partners with comprehensive and actionable solutions-oriented metrics. To identify opportunities for upsell and/or approach potential clients with the aim of winning new business opportunities Participate and contribute to Platts initiatives and key initiatives. Align with Regional and Sales teams to support customer-facing promotions to drive subscription growth Regularly attend internal product and market training sessions to stay up-to-date with any changes that impact customers and end-users. Clearly articulate Customer’s needs and communicate effectively with Sales, Marketing, Editorial, Sales Ops and Client Services leadership. Minimum Qualifications:
Requirements: Candidates must have at least bachelor’s degree in any field. A background in Finance, Technology, Marketing or Business Administration or equivalent is preferred but not required. Minimum 3- 5 years’ experience working in financial services, trading, and energy data providers is an advantage. We are open to considering fresh graduates depending on interview performance Strong communication skills is expected in this role. Previous role in client-facing environment and/or web-based product training is an advantage in this role. Must be amenable to work in US-based working hours (night shift) Must be tech-savvy and comfortable working in a fast-paced, data-driven working environment.
