The Group: The Client Service group is the face of Morningstar post sales. The individuals in this group work towards enabling our clients efficiently use our products that provide high-quality data, independent research, and technological expertise through well-designed products. The group collaborates with Product Development, Product Management and Sales teams to build up an excellent client service model ensuring clients best-in-class experience using our products to achieve their goals.
The Role: Morningstar seeks a Customer Support Team Leader to join our Global Client Support team for supporting Morningstar’s Enterprise, Research and Analytical products. This will be a key role in our mission to provide exceptional client experience by helping advisor/retail/institutional clients use our products to meet their goals.
Responsibilities
? Provide best-in-class service to all incoming client queries related to Morningstar products and services.
? Maintain an expert knowledge of Morningstar products and services, features, benefits, serve as a resource to team members and act as a consultant to the client.
? Apply a professional, timely, and proactively approach to escalated issues and calls.
? Regularly follow up internally and externally for all outstanding client queries and requests.
? Meet required service levels for the process
? Demonstrate and promote strong client advocacy
? Provide and facilitate pertinent corporate, inter-departmental, and departmental communications as necessary
Requirements:
? 5-7 years of proven experience in client support/service
? A proven track record of managing clients with contractual timelines and scope
? Good understanding of financial markets and investment products (especially stocks, mutual funds, commodities, currency) with inclination to learning
? Understanding of networking, internet, communication concepts and complex software systems
? Excellent skills in Microsoft Excel
? Proven ability to develop effective working relationships with both local and international stakeholders including the capabilities to negotiate, develop rapport and establish trust
? Fast learner, self-starter, flexible and proven ability to work in a demanding environment with strong multi-tasking skills
? Educated to degree level, an advanced degree is a plus
? Excellent written and verbal communication in English and Chinese
? Morningstar is an equal opportunity employer.
? Willing to work on Saturday and Sunday’s on a rotational basis
职能类别：客户关系经理/主管
关键字：客服