Client Service Associate

Posted 5 days ago
Main Location
United States
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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 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. 

                          

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 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, 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.

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.
  • 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) and mid shift.
  • Must be amenable to work on Weekends as well (2 days off is still given in a week)
  • Must be tech savvy and comfortable working in a fast-paced, data-driven working environment.
  • Must be willing to work in Pasig Office [NOTE: Temporary WFH Setup is being implemented until further notice]

S&P Global Platts

At S&P Global Platts, we provide the insights; you make better informed trading and business decisions with confidence. We’re the leading independent provider of information and benchmark prices for the commodities and energy markets. Customers in over 150 countries look to our expertise in news, pricing and analytics to deliver greater transparency and efficiency to markets. S&P Global Platts coverage includes oil and gas, power, petrochemicals, metals, agriculture and shipping.

S&P Global Platts is a division of S&P Global (NYSE: SPGI), which provides essential intelligence for individuals, companies and governments to make decisions with confidence. For more information, visit www.platts.com.

S&P Global is an equal opportunity employer committed to making all employment decisions without regard to race/ethnicity, gender, pregnancy, gender identity or expression, color, creed, religion, national origin, age, disability, marital status (including domestic partnerships and civil unions), sexual orientation, military veteran status, unemployment status, or other legally protected categories, subject to applicable law.

20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP203 - Entry Professional (EEO Job Group)

Job ID: 259824
Posted On: 2021-02-23
Location: Pasig City, Philippines
Mission
We're a community of women leveraging our connections into top companies to help underrepresented women get the roles they've always deserved. Simultaneously, we work to build truly inclusive hiring processes and environments where women can thrive and not just survive.
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Client Service Associate
SP Global