Client Service Representative

Document & Business Solutions (DBS) is the company’s primary mail and print production provider for the firm, globally, operating across APAC, EMEA, LATAM, and NAMR in more than 50 cities. DBS is responsible for providing vital products and services, including but not limited to, document design & creation, scanning & archiving fulfillment, hard-copy document digitization, messenger & courier services, mail/package distribution and more. Additionally, DBS manages and maintains the firmwide “Smart” suite of products, including, SmartPrint (floor copiers/printers), SmartMail (mail digitization), and SmartDox (DBS’s online service platform). 

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

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.