30 Jan
Customer Support Specialist ( Part-Time - 12months Contract )
New York, Sydney 00000 Sydney USA

Vacancy expired!

Job Description

Role Purpose

Customer Support is an important and vital front-line role within the Customer Focus (CF) business unit. You are the ‘face’ of Wood Mackenzie and provide an excellent ‘customer experience’ every time when troubleshooting and managing inbound queries of various types and complexities.

Role Objective

  • Deliver high-quality phone and email support to all Wood Mackenzie customers with resolution times within the required timeframe/ Service Level Agreement (SLA)
  • Be a master of recording detailed customer and query details/ information so the whole business benefits from the 'know your customer' advantage
  • Be the first point of contact, owning this part of Customer Experience with a 'likelihood to recommend' goal in mind each time
  • Close the feedback-loop with the customer when their issue is resolved/partially resolved or impossible to resolve
  • Be an advocate of the Customer Focus team’s vision and corporate values which is front of mind with every customer and internal interaction

Additional Responsibilities

  • Managing product and user access via our internal entitlement systems (Account Services)
  • Provide ad-hoc Engagement support to key Australian accounts on an as-needs basis

Key relationships

  • You will report to the Customer Focus Manager (based in Sydney) and work closely with your other global Customer Focus colleagues in the Support, Engagement, and Solutions divisions. You will also liaise with various other departments to get issues resolved i.e. Sales, Research, Finance, Marketing, Admin and IT/Technology etc


Skillset Required

  • Puts the customer first in every interaction - approaches every query as if its your own and offer the type of support you would want to receive
  • Loves the problem - expert troubleshooting and problem-solving abilities with an analytical and attention to detail mindset
  • Effective rapport building and maximising internal networks with a great skill of forming productive customer interactions first-off
  • Effective communication that involves skillful questioning, active listening and effective information gathering
  • Detailed record keeping within WM’s Customer Relationship Management (CRM) tool i.e. Salesforce – recording all customer interactions as well as updating contact/account information is an integral part of 'knowing your customer'

Quality Expectations

  • Aquire basic knowledge about our products and industry
  • Focus on timely resolution within required Service Level Agreement (SLA) and customer satisfaction
  • Take ownership and accountability of cases in the queue and updating them thoroughly and correctly
  • Provide regular feedback/ updates to the customer if there are delays and prioritise calling over email
  • Be adaptable to the type of customer query

Delivery Expectations

  • Act in a responsive and timely manner with awareness of resolution time targets
  • Demonstrate empathy and understanding, making the customer feel understood and heard re their unique query
  • Be efficiency-focused and prioritise customer queries to sell/ serve (level of spend) and level of impact
  • Have understanding of the various business units and where to find the answer
  • Have understanding of the product and industry to match the broad variety and type of inbound queries

Collaboration Expectations

  • Knowledge sharing of customer intelligence/trends and two-way feedback internally/ externally
  • Involvement in mini projects or pieces of work with an overall goal of improving Help Desk effectiveness/efficiency
  • Engaging and notifying the right teams internally and coordinating all responses for cases owned
  • Develop relationships within CF and other WM teams to promote good working relationships vis a vis customer resolution
  • Actively contribute intelligence/Voice of the Customer (VOC) feedback

Leadership Expectations

  • Own the customer's problem as if it is yours
  • As the 'face' of Wood Mackenzie - optimize available resources and internal connections to solve customer queries first go
  • Take pride in delivering high-quality customer service - ensure the customer feels delighted with each and every interaction.
  • Buddy/ coach team members so they too can provide the 'best in standard' service
  • Be the best of knowing a little about a lot - complete tailored learning plan for required level of products/industry/technical knowledge
  • Follow best practices for the Support function

Additional Knowledge and Experience Required

  • 1-2 years working in a customer-facing and/or help desk environment
  • Experience working with various IT applications (e.g. basic-medium Excel skills are required) - knowledge of Salesforce would be beneficial
  • Knowledge of the natural resources industry (Energy & Metals/Mining) would be beneficial

Additional Information

Verisk Analytics is an equal opportunity employer.

All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability.


Unsolicited resumes sent to Verisk, including unsolicited resumes sent to a Verisk business mailing address, fax machine or email address, or directly to Verisk employees, will be considered Verisk property. Verisk will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Consumer Privacy Notice

Vacancy expired!

Related jobs

Report job