Customer Support Representative - French Speaking
Morningstar
- Madrid
- Permanente
- Tiempo completo
- Responding to client (end-user) questions/inquiries via telephone, email, and (in the future) chat in a complete, accurate, and timely manner in accordance with service level standards (SLAs). Predominately for handling Direct calls Office UK calls/emails.
- Troubleshooting client issues and resolving or escalating appropriately to subject matter experts within internal groups of Morningstar
- Managing challenging interactions and de-escalating emotionally charged situations when necessary.
- Be a key point of escalation in London for Sales and Service teams for our clients of Direct and Office.
- Balancing service-delivery efficiency with quality of care
- Continuous process improvement, looking for smarter and better ways to serve clients including engaging with internal stakeholders to enhance the email support hub in Mumbai
- Elevated stakeholder in the support structure with the knowledge and ability to provide world class service to clients
- Ongoing education and skill-building (self-administered as well as centrally administered) with respect to service process, investing, product, and customer context
- Ongoing education and skill building for inter-regional teams on the industry and client segment
- Ad hoc projects designed to leverage product/client knowledge while gaining exposure to other areas outside of customer service
- Providing feedback to sales and product teams regarding potential business opportunities and product innovations, based on insights gained through service interactions with clients and analysis of support data/logs via support leadership in Mumbai and London
- Excellent French written and oral communication, with excellent interpersonal skills.
- Fluency in secondary European language preferable
- Strong problem solving and analytical skills with high attention to detail, and excellent time management.
- Proficiency with Windows-based applications.
- Fast learner, flexible and proven ability to work in a demanding environment with strong multi-tasking skills.
- Sound client service skills with a proactive approach and to take ownership of issues as they arise.
- An interest in the investment industry and capital markets knowledge.
- Desire to progress career in Morningstar’s leadership functions
- Bachelor’s degree or equivalent required.