Client Services/customer Support

4 weeks ago

Pulau Pinang, Malaysia S&P Global Full time

**About the Role**:
**Grade Level (for internal use)**: 08
S&P Global Commodity Insights
**The Role**: Global Client Service Associate (US Shift)

**The Team**: The Asia Pacific Client Service Team is a highly motivated and cohesive team that is forward-looking and collaborative in serving clients. Colleagues, Prospects and Clients appreciate the efforts of the team in being able to demonstrate values using Commodity Insights services and this forms a positive reinforcement of the contributions that each individual delivers.
**The Impact**: The Client Service Associate provides the best possible frontline service experience in support of customers and prospects; working in a high performance client services department, the CSA offers a professional approach in answering calls and provide information about Commodity Insights 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.
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 Commodity Insights products and services, and how it fits into this market. All CSAs 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.
**What’s in it for you**: This role offers opportunities on individual development to be a global expert around energy / petrochemicals, metals / agricultural / benchmark price references through client engagements at different levels, including the most senior executives. It also offers further career opportunities in the larger S&P Global company through close collaboration with the other departments and divisions.

**Responsibilities**: Support customers and Sales in both pre-sale and post-sale activities in the effort to increase revenue and maximize retention. Activities include but are not limited to:

- Keep a clear and active focus on resolving cases, maintaining a professional 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 and ensure that their problems are resolved in a timely manner.
- Regularly attend internal product and market training sessions to stay up-to-date with any changes that impact customers and end-users. Adopt technical products and product portfolio via education and problem resolution for the appropriate business unit.
- Collect report and articulate Customer’s needs (act on Voice of the Customer feedback and communicate effectively with Sales, Marketing, Product Development, Sales Ops and Client Services leadership. and) acquired from customer interactions. Recommend process improvements based on feedback when necessarily.
- Participate and contribute to Commodity Insights 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.
- Perform other duties as assigned.

**What We’re Looking For**: List a maximum 4 bullets outlining the key qualifications of the job, e.g. education, must-have skills, languages etc. Then list 3-4 bullets with the key soft skills required.
Fresh graduates / minimum 1 - 2 years’ experience working in financial services, trading, and Geoscience, Petroleum Engineering, Oil & Gas, or related experience is an advantage.
1 - 2 years relevant experience managing client relationships or previous role in client-facing environment.
Excellent written, strong communication, and presentation skills in English are a must. Additional languages are an advantage.
Must be tech savvy and comfortable working in a fast-paced, data-driven working environment.
Must be amenable to work in US-based working hours (night shift) and mid shift. May required to work on weekends.
Flexible Working (optional)
We pride ourselves on our agility and diversity, and we welcome requests to work flexibly. For most roles, flexible hours and/or an element of remote working are usually possible. Please talk to us at interview about the type of arrangement that is best for you. We will always try to be adaptable wherever we can.

Return to Work
Have you taken time out for caring responsibilities and are now looking to return to work? As part of our Return to Work initiative (link to career site page when av

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