Job
Description
About the Role:
Grade Level (for internal use):
07The Customer Care Team is responsible for participating in all aspects of receiving, evaluating, and resolving S&P Global Market Intelligences customer service issues in a timely fashion. Team members focus on providing a first-class service that contributes to measurable increase in customer satisfaction and enhanced business value to S&P Global. The successful candidate will be responsible for ensuring that all contact with customers leaves them with a positive view of our activities would include: Resolution of customer support queries (email, phone, live chat, Salesforce cases) as it pertains to technical, functionality and market/data issues within agreed SLAs User management and customer on-boarding Permissioning of data and corresponding (billing) administration, ensuring compliance procedures are met Answering queries about permissioning from colleagues and Third-Party data providers Develop specialist status, thorough expertise, in an assigned product area. Become a go-to person for that product to support customers and internal staff queries Act as the point person on product operational changes through scheduled product meetings Provide weekly product, support and project-based status updates at departmental meetings Assist with the creation and maintenance of Customer Care Team's processes and documentation to ensure efficient running of the team Identifying and escalating calls as needed to the appropriate level 2 support units Continually innovate and fine tune the service desk system and reports to maximize its efficiency Formulate and help implement effective business workflows and processes for internal S&P Global Market Intelligence departments using Salesforce as requiredRequired Skills/Characteristics Strong English language verbal and written communication skills (Preferably with secondary language capabilityFrench, German, Spanish) Excellent organizational skills with the ability to integrate into a fast-paced environment with great attention to detail Ability to learn quickly and multitask Strong MS Excel skills Effective analytical and troubleshooting skills Flexible and reliable, able to adapt to changing situations. Team player, able to spot where help is required and can deliver help, coaching and training to other team members globally. Ability to use own initiative to solve problemsability to turn quality work around in quick timescales and can discern the need for urgency from unnecessary rush. Customer-facing phone experience Preferable Skills/Characteristics Work experience, either directly with the public or on a dedicated support desk Experience of financial services technology and/or market data experience Interest in financial markets Experience with a call management system and Salesforce tool Flexible and able to work on weekends as part of work week and during public holidays as necessary. Fresh graduates are encourage to applyAbout S&P Global Market Intelligence At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, andmake decisions with conviction.For more information, visit www.spglobal.com/marketintelligence .
Whats In It For
You
Our Purpose:
Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technologythe 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:
Our Values:
Integrity, Discovery, Partnership
At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We 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 cantake care of business. We care about our people. Thats why we provide everything youand your careerneed to thrive at S&P Global.
Health & WellnessHealth care coverage designed for the mind and body.
Continuous LearningAccess a wealth of resources to grow your career and learn valuable new skills.
Invest in Your FutureSecure 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 PerksIts 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 BasicsFrom retail discounts to referral incentive awardssmall perks can make a big difference.
For more information on benefits by country visithttps://spgbenefits.com/benefit-summaries Global Hiring and Opportunity at S&P Global:
At S&P Global, we are committed to fostering a connected andengaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.Recruitment Fraud Alert
If you receive an email from a spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to reportfraud@spglobal.com. S&P Global never requires any candidate to pay money for job applications, interviews, offer letters, pre-employment training or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activity here. ----------------------------------------------------------- Equal Opportunity Employer
S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment. If you need an accommodation during the application process due to a disability, please send an email to EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person. US Candidates Only The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law. Pay Transparency Nondiscrimination Provision - https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf
----------------------------------------------------------- 20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP203 - Entry Professional (EEO Job Group)
