Customer Service Analyst

As a Customer Service Analyst in JP Morgan Workplace solutions you will be a prominent point of contact for our participants. This role demands good communication and a desire to deliver exceptional client service. 

Job Responsibilities 

• Provide excellent customer service via email and phone at 1st and 2nd level response
• Escalate unresolved issues to 2nd and 3rd line support teams
• Interact with other areas of the company in resolving queries raised by clients and participants (Operations, Payments, Settlement, Trading, IT, Product Design, Sales, etc)
• Provide ad-hoc training and education to users as well as contribute to Knowledge base articles
• Maintaining contact with customers throughout the ticket life cycle
• Identify and recommend areas for improvement within the Service Desk function that support and add value to business activities.

Required Qualifications, Capabilities and Skills:

• Fluent in German and other European languages.
• Excellent Customer Service skills in telephone and email etiquette 
• Strong problem solving skills. 
• Client focus, interpersonal skills and ability to network 
• Proactivity and Continuous Improvement mindset.
• Maintains highest level of technical skill in field of expertise. 
• This position requires a high degree of discretion and judgement. 
• Passion for learning new things every day and a continuous improvement mindset
• Willingness to be flexible, this is a Monday to Friday role with a fixed schedule. Occasional flexibility may be required on an exceptional basis to support business needs. The team typically works on local bank holidays in line with operational coverage requirements. 

Preferred Qualifications, Capabilities and Skills:

• University degree in Economics, Finance or equivalent work experience desired.
• Experience in Customer Service role, preferably in the Financial Services or Software industry.
• Experience with Contact Center solutions