JP Morgan Chase Careers – Client Service Specialist

Job Description:

The CSS Customer Experience (CE) & Digital Services Representative (Sr. Team Member) will serve on a CSS Customer Support team responsible for ensuring a superior customer experience by serving as a primary resource for customer related inquiries. The Customer Experience Representative will become familiar with the end to end CSS Services and related systems, processes, and policies and procedures in order to solve, redirect, and/or escalate customer inquiries in an expedited manner. The CSS Customer Experience Representative will support resolution of an inquiry from start to finish and ensure frequent status updates to the customer. In addition, the person will be responsible in learning newly transitioned functions (including Return to Office – RTTO & Working@JPMorgan) into CSS CE and immediately start supporting global customers.

Job Responsibilities:

• Query resolution with the highest levels of CSS Customer satisfaction through multiple customer support channels (emails, chats, calls, etc.)
• Support and Uplift current CSS Helpdesk structures across CSS
• Understanding step-by-step experience CSS Customers undergo when engaging CSS
• Identifying and implementing process improvements to quickly resolve CSS Customer pain points
• Providing the best customer experience to CSS Customers utilizing CSS services
• Delivering CSS services that are easy to find, easy to access, easy to understand, and easy to use
• Identify and assess customer needs and develop a plan to remediate
• Maintain a positive, empathetic and professional attitude toward customers at all times
• Track and log customer inquiries in Concierge Desk software
• Solve, redirect, or escalate customer inquiries appropriately
• Serve as a liaison between customers and other CSS colleagues to address customer inquiries
• Advise customer on CSS related policies and procedures
• Proactively communicate status updates to customers
• Process assigned work activities timely and accurately
• Achieve highest levels of customer satisfaction while meeting team’s service level standards
• Participate in regular team meetings

Job Requirements:

• Ability to work well under stressful and high demand situations
• A proactive approach to problem solving, taking ownership, and follow through
• Strong written and verbal communication skills with strong attention to detail and accuracy
• Highly organized with strong sense of urgency
• A self-starter who can work independently
• Ability to learn new systems and processes quickly
• Proficient in MS Office (Outlook, Excel, Word) will be an added advantage

Qualification & Experience:

• 0-3 year in customer/client service, procurement, operations, or other customer facing roles

Job Details:

Company: JP Morgan

Vacancy Type:  Full Time

Job Location: Madurai, Tamil Nadu, IN

Application Deadline: N/A

Apply Here

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