Client Service Representative

Job Description

With over 900 team members in 11 countries, JPMC s CAO organization proactively works with line of business colleagues to identify and partner with suppliers who can provide the best price, quality, and capabilities to support JPMC s business needs. CAO is a highly dynamic global organization comprised of multiple functional areas including Sourcing, Third Party Oversight, Procurement Operations, Payment Operations, Supplier Management, Supplier Diversity, and Travel Services. CAO Customer Experience CAO Customer Experience , to partner with the other CAO functions in order to optimize and improve the experience and service delivery that CAO provides to the tens of thousands of JPMC line of business colleagues that CAO serves ( CAO Customers ). Key areas of focus will include:
• Query resolution with highest levels of CAO Customer satisfaction through multiple customer support channels
• Support and Uplift current CAO Helpdesk structures across CAO
• Understanding the step-by-step experience CAO Customers undergo when engaging CAO
• Identifying and implementing process improvements to quickly resolve CAO Customer pain points
• Providing the best customer experience to CAO Customers utilizing CAO services
• Delivering CAO services that are easy to find, easy to access, easy to understand, and easy to use
CAO services include, but are not limited to, identifying the best suppliers to support business needs, purchasing goods and services from new and existing suppliers, mitigating risk in supplier relationships, paying suppliers seamlessly, and managing employee travel and related expenses. CAO Customer Experience will further help to drive a culture of Customer Obsession and One CAO . Position Summary The CAO Customer Experience Representative will serve on a CAO Customer Support team responsible for ensuring a superior customer experience by serving as a primary resource for customer related inquiries. The Customer Experience Representative will become familiar with the end to end CAO Services and related systems, processes, and policies and procedures in order to solve, redirect, and/or escalate customer inquiries in an expedited manner. The CAO Customer Experience Representative will support resolution of an inquiry from start to finish and ensure frequent status updates to the customer. Examples of customer inquiries include questions about when to engage CAO, issues pertaining to CAO function end to end; it can be anything from delays in paying a supplier/employee T&E expense, concerns with CAO service levels, trouble accessing or navigating CAO systems, etc.The CAO Customer Experience Representative will further partner with other/BAU CAO help desks, CAO training teams, and cross-functional CAO colleagues to identify process improvement opportunities and enhanced training resources that can reduce and/or eliminate customer pain points. Key Responsibilities:
• Understand the end to end CAO services and corresponding customer touch points and handoffs
• Respond to incoming (emails, live chats, calls) customer questions, complaints, problems, etc. in an efficient and professional manner.
• Would be responsible for supporting end users through multiple customer facing channels (emails, live chats, calls, etc.) across 3 regions.
• Identify and assess customer needs and develop a plan to remediate
• Maintain a positive, empathetic and professional attitude toward customers at all times
• Track and log customer inquiries in Concierge Desk software
• Solve, redirect, or escalate customer inquiries appropriately
• Serve as a liaison between customers and other CAO colleagues to address customer inquiries
• Advise customer on CAO related policies and procedures
• Proactively communicate status updates to customers
• Process assigned work activities timely and accurately
• Achieve highest levels of customer satisfaction while meeting team s service level standards
• Participate in regular team meetings
• Provide other ad hoc customer Experience support as requested by Service Delivery lead
Qualifications:
• BCOM/BBM/BS
• 0-2 years in customer/client service, procurement, operations, or other customer facing roles
• Strong interpersonal skills that can adapt and work well with diverse sets of situations and people
• Ability to work well under stressful and high demand situations
• A proactive approach to problem solving, taking ownership, and follow through
• Strong written and verbal communication skills with strong attention to detail and accuracy
• Highly organized with strong sense of urgency
• A self-starter who can work independently
• Ability to learn new systems and processes quickly
• Proficient in MS Office (Outlook, Excel, Word) will be an added advantage
• Flexibility to work in shifts across 3 regions (WHEM, EMEA, APAC) and weekends as well
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Keyskills :
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