Customer Care Advisors Principal, Customer Care

  • Competitive
  • George Town, Pulau Pinang, Malaysia George Town Pulau Pinang MY
  • Permanent, Full time
  • IHS Markit
  • 18 Aug 18 2018-08-18

Customer Care Advisors Principal, Customer Care

Position Summary:
Principal Customer Solution Advisor role based in Penang, will be responsible for implementing and driving our Maritime & Trade (M&T) training offerings, delivering first class customer tuition on our products and services, supporting the development and growth of our core markets through the usage of M&T's products and services. The strategic approach for this role will focus on educational and training material development, dissemination of training to client organizations (Train the Trainer), internal training and learning delivery, sales & marketing operation support; plus interacting with clients to understand their information strategies and technical plans in order to help identify future support that can be provided by IHS Markit.

- Provide customer users with training, focusing on content and functionality of M&T's systems that provide data and analysis, within the M&T business line.
- Provide customer feedback to Sales, Product Management, IT and Development teams to assist in the development of existing and new electronic services.
- Work closely with Sales and Marketing to develop proactive user promotions and client engagement initiatives.
- Work in collaboration with the rest of the team to create and maintain consistent, effective and up-to-date proactive user guides to support the training provided.
- Assess any changes in customer requirement and ensure products training meet expectations.
- Support the testing of new products and development of existing products.
- Respond and resolve customer queries relating to content or use of the M&T products

Key Tasks:
- Deliver core curriculum remotely utilizing media such as WebEx to drive customer usage and product awareness.
- Understand a customer's workflow to help them derive maximum benefit from M&T services and provide support to help customers streamline these workflows.
- Provide customer support by managing and handling any issues that arise.
- Act as a liaison between the Customers, Research and the Commercial Management teams.
- Develop our customer service and delight proposals.
- Manage and update internal records on CRM (including key customer support tools).
- Partner with the Sales team and regional Channel Partners

Personal Requirements:
- Excellent communication and presentation skills.
- Good knowledge of office based Microsoft applications.
- Solid administrative skills.
- Industry knowledge - previous experience within a Data Services provider and/or experience within the maritime and trade sectors, would be an advantage.
- Foreign language skills: Fluent English, Malay and Mandarin
- Some travel within APAC region may be required.
- Comfortable to work in a fast pace support environment

Educational Requirements:
- Degree level education is required, previous experience will be considered as an added benefit.
It is the policy of IHS Markit to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, IHS Markit will provide reasonable accommodations for qualified individuals with disabilities. We maintain a drug-free workplace. For candidates in the US, we are a participant in E-Verify (see link below).

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