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 the Employee Experience team, you will be responsible to support queries related to Purchase requisition/order, Contracts, Invoicing and Payment received from internal and external users, primarily for Ariba application. Ariba is a global tool used for storing contracts and purchasing goods or services with approved suppliers. Ariba supports compliance to the firm’s control requirements and Spend Management Policy, through the issuance of purchase orders, price matching of contracted terms, electronic invoicing, appropriate sales and use tax, and more. The primary applications for receiving and managing queries will be Service Now, Live Agent chats on Gus application, Emails, Calls, etc. Candidate should be flexible on shift time including WHEM i.e. 7.30pm to 4.30am IST.

Job responsibilities

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