Job Information
S&P Global Client Services/Customer Support in Penang-Jalan, Malaysia
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:
• Provide proactive and reactive support to customers through all possible interaction methods such as telephone, e-mail, chat and others. Assist clients with resolutions to questions concerning products, billing, technical, login and entitlement issues, account/contract status, change of address, and all pertinent queries.
• 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.
• 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.
• 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:
Candidates must have at least bachelor’s degree in any field. A background in Finance, Technology, Marketing or Business Administration or equivalent is preferred.
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.
Enthusiastic in helping customers in finding solutions in solving their issues and passionate about building relationships with customers and reaching out to them through pro-active calling or emails on a regular basis.
Excellent written, strong communication, and presentation skills in English are a must. Additional languages are an advantage.
Knowledge of using MS Office Suites, Windows operating systems, networking, and internet functionality. Experience using Saleforce.com is 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.
About S&P Global Commodity Insights
At 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 http://www.spglobal.com/commodity-insights .
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, 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 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: https://www.spglobal.com/en/careers/our-culture/
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.
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.
20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP203 - Entry Professional (EEO Job Group)
Job ID: 298188
Posted On: 2024-03-13
Location: Penang-Jalan, Pulau Pinang (Penang), Malaysia