Customer Support Representative

Job Description

The Group: The Client Service group is the face of Morningstar post sales. The individuals in this group work towards enabling our clients efficiently use our products that provide high-quality data, independent research, and technological expertise through well-designed products. The group collaborates with Product Development, Product Management and Sales teams to build up an excellent client service model ensuring clients best-in-class experience using our products to achieve their goals.

The Role: Morningstar seeks a Customer Support Representative to join our Global Client Support team for supporting Morningstar’s Enterprise, Research and Analytical products. This will be a key role in our mission to provide exceptional client experience by helping advisor/retail/institutional clients use our products to meet their goals. 

Responsibilities
•    Provide best-in-class service to all incoming client queries related to Morningstar products and services.
•    Maintain an expert knowledge of Morningstar products and services, features, 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
•    A proven track record of managing clients with contractual timelines and scope
•    Good understanding of financial markets and investment products (especially stocks, mutual funds, commodities, currency) with inclination to learning
•    Understanding of networking, internet, communication concepts and complex software systems
•    Excellent skills in Microsoft Excel
•    Proven ability to develop effective working relationships with both local and international stakeholders including the capabilities to negotiate, develop rapport and establish trust
•    Fast learner, self-starter, flexible and proven ability to work in a demanding environment with strong multi-tasking skills
•    Educated to degree level, an advanced degree is a plus
•    Excellent written and verbal communication in English and Chinese
•    Morningstar is an equal opportunity employer.
•    Willing to work on Saturday and Sunday’s on a rotational basis

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.