Customer Support Executive

1 month ago

mumbai, India Morningstar Full time

The Team :

The talented and creative people in Morningstar’s Software division help make technology one of our core strengths. We believe in building great products in-house in a highly collaborative, agile environment where we focus on technical excellence, the user experience, and continuous improvement. Whether it’s through open-source development or the transition to cloud and mobile computing, we’re always pushing technology’s boundaries to find new and better ways to serve investors. Though the individuals in our division represent a range of skills and experience levels, they all view software development as a craft and care deeply about creating a positive user experience. You’ll work across offices and cultures with smart people who are driven to find better ways to create great products integrating best practices in technology and investing.

The Role :

In this role you will join a group of personable, dynamic, and technology-savvy individuals who interact with Morningstar customers. Morningstar seeks a Product Consultant to join our Global Client Support team to support Morningstar’s research and analytical products. This will play a key role in our mission to provide exceptional client experience by helping advisor/institutional clients use our products to meet their goals. This position is based in our Mumbai office.

Responsibilities:

Provide best-in-class service to all incoming client queries (Calls+Emails) related to Morningstar products and services.

Maintain an expert knowledge of Morningstar products and services, features, and benefits, serve as a resource to team members, and act as a consultant to the client.

Apply a professional, timely, and proactively approach to escalated issues and calls.

Regularly follow up internally and externally for all outstanding client queries and requests.

Meet required service levels for the process.

Demonstrate and promote strong client advocacy.

Provide and facilitate pertinent corporate, inter-departmental, and departmental communications as necessary.

Requirements:

3-4 years of proven experience in client support/service

Willing to work in following shifts ( AU, APAC, EMEA, NIGHT)

A strong track record of managing clients with contractual timelines and scope, emphasizing retention strategies to enhance client relationships.

Profound understanding of financial markets and investment products (especially stocks, mutual funds, commodities, and currency) with a keen interest in ongoing learning and development

Familiarity with networking, internet, communication concepts, and navigating complex software systems.

Excellent proficiency in Microsoft Excel and the ability to leverage it for analysis and reporting purposes.

Demonstrated ability to cultivate and maintain effective relationships with both local and international stakeholders, showcasing skills in negotiation, rapport building, and establishing trust.

A quick learner, self-starter, and adaptable, with a proven ability to thrive in a demanding environment, showcasing strong multitasking skills.

Being Educated to a degree level, with any type of specialization in the financial domain will be an advantage.

Excellent written and verbal communication skills in English, with a specific emphasis on retention-focused communication strategies

Morningstar is an equal opportunity employer.

I10_MstarIndiaPvtLtd Morningstar India Private Ltd. (Delhi) Legal Entity

Morningstar’s hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. We’ve found that we’re at our best when we’re purposely together on a regular basis, at least three days each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you’ll have tools and resources to engage meaningfully with your global colleagues.

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