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Customer Support Representative

Morningstar, Inc. Tokyo, Japan
Posted 11 days ago Permanent Competitive
Customer Support Representative
About the role:

This role is just the beginning of a rewarding career within the Client Service group. The experience in the role provides preparation for career progression into client services, product management, product development, investment consulting, sales, or any other field you may decide to pursue at Morningstar. This is a great opportunity to build coveted skills that will give you exposure to Morningstar's business, along with the ability to interpret client needs and represent our capabilities in an expert manner. As a Client Support Representative, you will provide world-class service to subscribers of our institutional software products responding to client queries in a fast-paced, dynamic environment. Morningstar Client Support Representatives combine a thorough understanding of the product suite, investment knowledge, and a strong dedication to our clients to help maximize their returns on investments. You will become a product expert, improve your financial knowledge, and gain expertise from your fellow team members. This role is based in our Japan offices.

Job responsibilities:

• Work closely with our Data product, Enterprise Component, Dynamic Service API, Morningstar Publishing System, Research and Direct client base to ensure timely production, quality assurance, and the delivery of projects to client satisfaction.
• Own, coordinate and resolve data, functional, and technical issues.
• Proactively build effective client relationships, including the ability to anticipate and listen to our clients' needs and be responsive. Achieve this by working closely with clients, our sales & product teams to deepen our client relationships.
• Proactively contribute to the renewal process and drive a strong renewal rate by continuously managing client satisfaction levels; coordinating with technology and product management teams to refine existing client solutions; and working closely with sales teams to identify & evaluate potential upsell opportunities.
• Maintain a thorough insight about our data, research and technology solutions and build channels in conjunction with our sales and product teams for communicating to clients and internal stakeholders to ensure an efficient process to guide clients in their interaction with Morningstar and our solutions.
• Work closely with our global data & product teams to ensure efficient delivery of new or existing data sets & product capabilities to clients
• Drive legacy retirement in coordination with the product management, implementation teams and technology.

Qualifications:

• Customer oriented with strong presentation and effective communication skills
• Organised with an analytical approach and the ability to work in a dynamic environment
• An ability to be creative and think strategically when it comes to problem solving.
• Ability to develop strong internal and external partnerships and relationships; take a collaborative approach; and work effectively across different business and functional areas.
• Excellent data knowledge; investment and analytical skills together with the ability to prioritise projects and tasks.
• Sound technical understanding of systems, data collection and delivery.
• Knowledge of the investment and competitive landscape; and market trends impacting our clients.
• Prior experience supporting financial practices or financial software solutions is desirable.
• Bachelor's degree or equivalent with a strong academic record.
• At least 2-3 years client service and support experience. Candidates with more experience will be considered for the position of Senior Client Support Representative.
• Excellent command of spoken and written English; Native command of spoken and written in Japanese

J70_IbbotJapanKK Ibbotson Japan K.K. Legal Entity

Morningstar's hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. We've found that we're at our best when we're purposely together on a regular basis, at least three days each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.
Job ID  REQ-040893
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