Responsibilities
- As a principal point of escalation for local team members to get assistance with their handling of client queries.
- To be responsible for the management of local shift rotation and the requests of team members for vacations etc.
- Analyze and report on the performance of team members with the assistance of metrics regarding volume and availability to receive work through various channels.
- Onboard and off-board clients for ICE Data Derivatives products and services
- Field client inquiries and requests received via email, Chat, Sales Force, and phone, including, but not limited to, product and application questions, as well as data and price confirmations.
- Provide timely and accurate response to all client inquiries.
- Provide support for any file delivery failures.
- Escalate issues with internal groups to resolve issue with urgency, when applicable
- Maintain strong relationship with clients and internal teams.
- Ensure up-to-date documentation of policies, procedures and work processes periodically.
Knowledge and Experience Required
- At least 6 years of experience within a client facing team with a proven internal track record of strong performance.
- Minimum of 2 years as a line manager of a client facing team
- Bachelor’s or equivalent university degree.
- Excellent verbal and written English language skills.
- Excellent time-management and organizations skills
- Experience in a similar support or client-facing role
- Strong analytical and problem-solving skills with attention to detail and follow-up
- Experience of working with external clients, as well as internal business units.
- Working knowledge of Sales Force, Service Now, MS Office, FTP (an advantage.)
Schedule
- The working hours will be European hours 14:00 to 23:00 5 days per week Monday to Friday.
