Job Description

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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:

\xe2\x80\x8b \xe2\x80\xa2Support 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.

• 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.

Note: Based on hiring leader recommendation (US only) and Visa appetite, you may add an optional line that reads: This role is limited to persons with indefinite right to work in the United States.

Flexible Working (optional)

We pride ourselves on our agility and diversity, and we welcome requests to work flexibly. For most roles, flexible hours and/or an element of remote working are usually possible. Please talk to us at interview about the type of arrangement that is best for you. We will always try to be adaptable wherever we can.

Return to Work

Have you taken time out for caring responsibilities and are now looking to return to work? As part of our Return to Work initiative (link to career site page when available), we are encouraging enthusiastic and talented returners to apply, and will actively support your return to the workplace.

Grade/Level (relevant for internal applicants only): Grade Level 7

#LI-KD2

The Location: Penang, Malaysia

Compensation/Benefits Information (US Applicants Only):

S&P Global states that the anticipated base salary range for this position is $A to $Z. Base salary ranges may vary by geographic location. In addition to base compensation, this role is eligible for an annual incentive plan. This role is not eligible for additional compensation such as an annual incentive bonus or sales commission plan.

This role is eligible to receive additional S&P Global benefits. For more information on the benefits we provide to our employees, visit https://www.spgbenefitessentials.com/newhires.

About Company Statement:

S&P Global delivers essential intelligence that powers decision making. We provide the world\'s leading organizations with the right data, connected technologies and expertise they need to move ahead. As part of our team, you\'ll help solve complex challenges that equip businesses, governments and individuals with the knowledge to adapt to a changing economic landscape.

S&P Global Commodity Insights enables organizations to create long-term, sustainable value with data and insights for a complete view on the global energy and commodities markets.



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: and your request will be forwarded to the appropriate person.

US Candidates Only: The EEO is the Law Poster describes discrimination protections under federal law.

20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP203 - Entry Professional (EEO Job Group)

Job ID: 281998
Posted On: 2023-02-22
Location: Penang-Jalan, Pulau Pinang (Penang), Malaysia

S&P Global