Job Details

Client Services/Customer Support Analyst (US Shift)

This role will serve as support during AMER hours primarily handling customers' general inquiries and will act as a liaison between customers and technical teams and other internal departments.

Principal Accountabilities:
• Entry role into Customer Care organization
• Resolve basic customer's phone, webchat and email inquiries
• Experience in one or more product disciplines
• Gathers information and escalates to Tier 2 or other teams as necessary
• Utilize Customer Care systems (CRM / phone) to open, manage and close inquiries

Job Complexity / Scope Differentiators:
• Works under general supervision within a team
• Requires limited independent decision making
• Follows clearly defined practices and Standardized Operating Procedures (SOPs)
• Handles most standard internal / external queries across a range of products

• Works on special projects assigned

Knowledge and Skills:
• Excellent Customer Service and support experience supporting Global customers

• Ability to accurately record customer issues into CRM and Salesforce systems
• Developing knowledge across IHS product groups from an information / content perspective
• May have more detailed knowledge of one or more product disciplines
• Broad knowledge of internal customer facing processes
• Strong in English language communication skills

Typical Experience:
• 2 years or more relevant experience

Education and Certifications:
• Bachelors degree or above required or equivalent combination of education and experience

Physical Requirements/ Working Environment:
• Works well under pressured working environment

• Good tardiness & attendance track record

• Require to work from 10.30pm - 7.30pm (AMER Shift)

• Able to work on weekends and during Public Holidays (compensated accordingly)
• Flexible on shift rotation base on business needs 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.


Other details
Position Type - Permanent
Reference - 15475437
Sales & Marketing - n/a
Information Services - n/a
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