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Form of workGlobal Shares a JP Morgan Company are currently expanding our service desk team and are seeking a Customer service analyst to service our clients.
The successful candidate will have the opportunity to work with a dynamic and global team servicing international clients.
Job Responsibilities
- Provide excellent Customer Service via email and phone at 1st and 2nd level response
- Escalate unresolved issues to 2nd and 3rd line support teams
- Interact with other areas of the company in resolving queries raised by clients and participants (Operations, Payments, Settlement, Trading, IT, Product Design, Sales, etc)
- Provide ad-hoc training and education to users as well as contribute to Knowledge base articles
- Maintaining contact with customers throughout the ticket life cycle
- To identify and recommend areas for improvement within the Service Desk function that support and add value to business activities.
Required Skills, Knowledge and Capabilities
- Excellent Customer Service skills in telephone and email etiquette through both the English and Swedish languages.
- Strong problem solving skills.
- Client focus, interpersonal skills and ability to network.
- Proactivity and Continuous Improvement mindset.
- Maintains highest level of technical skill in field of expertise.
- This position requires a high degree of discretion and judgement.
- Passion for learning new things every day and a continuous improvement mindset
Preferred Skills, Knowledge and Capabilities
- University degree in Economics, Finance or equivalent work experience desired.
- Experience in Customer Service role, preferably in the Financial Services or Software industry.
- Experience with Contact Center solutions
- Previous account management exposure
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
