Client Service Representative

Job Description
The Employee Experience team provides query management and support services received from both internal (JPMC Employees) and external (vendors/suppliers) sources, through various channels, covering each of the sub teams within the GSS Operations. This includes the services & activities of CAO customers across all regions including Corporate Insurance.
Job Summary
As a Client Service Representative within our Employee Experience team, you will have the opportunity to support queries related to Purchase requisition/order, Contracts, Invoicing and Payment. You will primarily work with the Ariba application, a global tool used for storing contracts and purchasing goods or services with approved suppliers. Your role will be crucial in maintaining compliance to our firm's control requirements and Spend Management Policy. You will be using applications like Service Now, Live Agent chats on Gus application, Emails, Calls, etc. for receiving and managing queries. We value flexibility and would appreciate your willingness to work on different shift times including WHEM i.e. 7.30pm to 4.30am IST.
Job responsibilities

• Demonstrate ability to learn new processes, systems and deliver high quality and structured responses.
• Respond to incoming customer questions, complaints, problems, etc. in an efficient and professional manner supporting end users through multiple customer facing channels (Tickets, emails, live chats, calls) across 3 regions.
• Track and log customer inquiries in ServiceNow and any other relevant enterprise software and maintain a positive, empathetic and professional attitude toward customers at all times
• Identify and assess customer needs and communicate same with team SME's and managers and 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 (CSAT) while meeting team's service level standards (QA)
• Participate in regular team meetings and have active presence in the group
• Participate on any adhoc requests/activities as an when required

Required qualifications, capabilities, and skills

• Strong verbal and written communication skills
• Strong Team player with ability to work with larger teams
• Ability to understand user's query and delivering end to end resolution

Preferred qualifications, capabilities, and skills

• Familiarity with Ariba, SAP, eServe, iVault Tools
• Good with MS Office

About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
About the Team
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.