Client service associate

About the RoleGrade Level (for internal use) :S&P Global Commodity InsightsThe 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 Commodity Insights 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 : Commodity Insights is a leading global energy, petrochemicals, metals and agriculture information provider, and a premier source of benchmark price references.Commodity Insights has a highly diverse workforce, a global perspective, and a business casual culture.Responsibilities :Effectively communicate with customers to understand their needs and demands in Japanese languageProvide proactive and reactive support to customers through all possible interaction methods. These include telephone, e-mail, chat and othersAssist clients with resolutions to questions concerning products, billing, technical, delivery issues, account / contract status, change of address, cancellation requests, refund requests, and all pertinent queriesKeep 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 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 opportunitiesParticipate and contribute to Platts initiatives and key initiatives. Align with Regional and Sales teams to support customer-facing promotions to drive subscription growthRegularly 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.Fluency in Hiragana, Katakana and Kanji (business professional literacy)Strong reading comprehension and analytical skills in Japanese and EnglishMinimum 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 tech savvy and comfortable working in a fast-paced, data-driven working environment.LI-PM3About S&P Global Commodity InsightsAt S&P Global Commodity Insights, our complete view of global energy and commodities markets enables our customers to make decisions with conviction and create long-term, sustainable value.We’re a trusted connector that brings together thought leaders, market participants, governments, and regulators to co-create solutions that lead to progress.Vital to navigating Energy Transition, S&P Global Commodity Insights’ coverage includes oil and gas, power, chemicals, metals, agriculture and shipping.S&P Global Commodity Insights is a division of S&P Global (NYSE : SPGI). S&P Global is the world’s foremost provider of credit ratings, benchmarks, analytics and workflow solutions in the global capital, commodity and automotive markets.With every one of our offerings, we help many of the world’s leading organizations navigate the economic landscape so they can plan for tomorrow, today.For more information, visit .What’s In It For You?Our Purpose :Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology the right combination can unlock possibility and change the world.Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow.At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities. We Accelerate Progress.Our People :We're more than 35,000 strong worldwide so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it.We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business.We’re constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.Our Values :Integrity, Discovery, PartnershipWe start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.Benefits :We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you and your career need to thrive at S&P Global.Our benefits include :Health & Wellness : Health care coverage designed for the mind and body.Flexible Downtime : Generous time off helps keep you energized for your time on.Continuous Learning : Access a wealth of resources to grow your career and learn valuable new skills.Invest in Your Future : Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.Family Friendly Perks : It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.Beyond the Basics : From retail discounts to referral incentive awards small perks can make a big difference.For more information on benefits by country visit :Diversity, Equity, and Inclusion at S&P Global :At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation Powering Global Markets.Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work.It doesn’t stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all.Last updated : 2024-09-11