About the Role:

Grade Level (for internal use):

Grade Level: 09

The Team:Were a global team that is responsible for supporting and training our diverse clients on the Real Estate solutions available on S&P Global CapIQ Pro by holding investigative conversations & driving product usage. Being present in the Philippines and Pakistan makes it a truly global team. Members of the team get to learn in-depth industry knowledge and develop technical skills. You will also work with different teams inside the organization across many functional areas (Sales Relationship Management Technology Content & Product management etc).

The Impact:Our relentless pursuit of excellence results in deep relationships with clients and helping them get the most out of our business intelligence tools. As the face of the organization your typical day requires you to support associates who assist in client queries by leveraging your working knowledge of the CapIQ Pro platform your knowledge of Real Estate industries and your expert soft skills honed from working with clients. Your role in developing their talent and their careers play a very vital role in our organization. Our work directly impacts the clients experience with CapIQ Pro.

Whats in it for you:You will be working directly with our team of tech-savvy client-focused professionals who support our solutions for Real Estate users.

Responsibilities:

• Support Coverage Ensure uninterrupted 24/7 support coverage of the team proactively reaching out and communicating with other geographies to ensure there are no gaps in coverage. This also involves managing the weekend support coverage.
• Daily Case and Queue Management Managing Fig queue to reduce case escalations and ensuring there is ample support available on CXengage.
• Review stats on a monthly and quarterly basis. Be well versed with Salesforce and CXengage reporting to ensure you are able to create dashboards and reports to keep an eye on the performance levels of the team.
• Follow up on surveys Reaching out to clients on unfavorable surveys or comments to ensure enhancement requests and learning opportunities are recognized and acted on.
• Ensure customer experience through maintaining quality assurance practices and provide feedback to associates for development.
• Team Meetings Organize team meetings and come up with meaningful agenda to ensure everyone is aware of recent events and to boost team morale.
• Training facilitation Being able to set up training and oversee a healthy learning environment. Be the first POC for the team for any issues the team might be facing.
• Onboarding Be an active part of the onboarding process to ensure effective integration for the newer members of the team.
• Performance Managing the team to KPIs. Coach associates where necessary escalate matters to Management where required. Also keep an eye on cases to ensure that they logged correctly and in line with the guidelines within the Salesforce manual. Identify where cases not escalated correctly and follow up with associates accordingly.
• Recruiting Being an active part of the recruiting process of the team.
• Team Morale Ensure the team is feeling engaged and motivated by keeping lines of communication open. Ensuring recognition for all above and beyond efforts.
• Identify areas of improvement; coach and mentor Associates as needed. Give constructive feedback and develop associates.
  

What Were Looking For:

Basic Qualifications:

• Advanced knowledge of Market Intelligence product
• Minimum 3 years of working experience in client services role specifically in the Real Estate Industry
• Understanding of Real Estate Industry
• Strong knowledge of the the S&P CapIQ Pro services model
• Working experience with internal tools such as CTS WEST and DMS etc
• People management experience in client facing team
• Ability to provide constructive feedback and demonstrate training capabilities
• Conflict resolution
• Lean mindset
• Being able to think Global act local
• Strong comprehension oral and written interpersonal skills
• Extraordinary work ethic and self-motivation
• Deep understanding of and proficiency in MS Word MS Excel and MS PowerPoint.
• An ability to present or discuss an analysis of the problem at hand and its possible solution(s) with partners of all levels
• Fluency in Salesforceand Cxe reporting
• Flexible to change in a dynamic environment

Preferred Qualifications:

• Understanding of the content procedures and how the data flows into the product
• Basic knowledge of SQL or Power BI will be a plus

About S&P Global Market Intelligence

At S&P Global Market Intelligence a division of S&P Global we understand the importance of accurate deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions partnering with customers to expand their perspective operate with confidence andmake decisions with conviction.

For more information visit In It For You

Our Mission:

Advancing Essential Intelligence.

Our People:

Were more than 35000 strong worldwideso were able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. Were committed to a more equitable future and to helping our customers find new sustainable ways of doing business. Join us and help create the critical insights that truly make a difference.

Our Values:

Integrity Discovery Partnership

Throughout our history the worlds leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do bring a spirit of discovery to our work and collaborate in close partnership with each other and our customers to achieve shared goals.

Benefits:

We take care of you so you cantake care of business. We care about our people. Thats why we provide everything youand your careerneed to thrive at S&P Global.

Our benefits include:

• Health & Wellness: Health care coverage designed for the mind and body.

• Flexible Downtime: Generous time off helps keep you energized for your time on.

• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.

• Invest in Your Future: Secure your financial future through competitive pay retirement planning a continuing education program with a company-matched student loan contribution and financial wellness programs.

• Family Friendly Perks: Its not just about you. S&P Global has perks for your partners and little ones too with some best-in class benefits for families.

• Beyond the Basics: From retail discounts to referral incentive awardssmall perks can make a big difference.

For more information on benefits by country visit: Hiring and Opportunity at S&P Global:

At S&P Global we are committed to fostering a connected andengaged workplace where all individuals have access to opportunities based on their skills experience and contributions. Our hiring practices emphasize fairness transparency and merit ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration we drive innovation and power global markets.

Recruitment Fraud Alert:

If you receive an email from a domain or any other regionally based domains it is a scam and should be reported to. S&P Global never requires any candidate to pay money for job applications interviews offer letters pre-employment training or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines fraudulent domains and how to report suspicious activityhere.

Required Experience:

Manager