In the middle of the energy transition, businesses and governments are faced with significant challenges. But the pace and scale of change mean every decision is made under mounting pressure. Now, more than ever, companies need reliable data, analytics and actionable insight.
Wood Mackenzie is the leading global provider of data and analytics solutions for the renewables, energy and natural resources sectors.
Wood Mackenzie's services include data, analytics, insight, events and consultancy. A trusted partner for over 50 years, Wood Mackenzie's team has over 2,300 experts across more than 30 global locations who cover the entire supply chain.
Wood Mackenzie Values
- Inclusive we succeed together
- Trusting we choose to trust each other
- Customer committed we put customers at the heart of our decisions
- Future Focused we accelerate change
- Curious we turn knowledge into action
Job Title
Customer Support Specialist
Contract Length
PERMANENT
Reports To
Customer Support Manager
Salary
TBC
Advertised Job Title
Customer Support Specialist
Band
G
Location:
Delhi
Job Code
Company
Wood Mackenzie are the global research, analytics, and consultancy business powering the natural resources industry. For 50 years, we have been providing the quality data, analytics, and insights our customers rely on to inspire their decision making.
Our dedicated oil, gas & LNG, power & renewables, chemicals, metals & mining sector teams are located around the world and deliver a variety of projects based on our assessment and valuation of thousands of individual assets, companies, and economic indicators such as market supply, demand, and price trends.
We have over 1,900 employees in 30 locations, serving customers in nearly 80 countries. Together, we inspire and innovate the markets we serve providing invaluable intelligence to help our customers overcome the toughest challenges, and make strategic decisions that will, ultimately, accelerate the world's transition to a more sustainable future.
WoodMac.com
Wood Mackenzie brand video
About The Role
The Customer Organization (CO) is a division of Wood Mackenzie focused on retaining subscription revenue & supporting the company's growth via customer experience. Each team under the CO umbrella has a key function whether it's to embed products, deliver satisfaction, deliver agreed customer outcomes or internally, define the customer experience strategy or enable the division's success.
Wood Mackenzie is looking for a
Customer Support Specialist at an exciting time for our fast-evolving global Customer Support team. You will be at the nexus of customers, products, and technology at Wood Mackenzie, helping internal and external stakeholders to understand, utilize, and fully realize the capabilities of the product suite. The person that fills this role must be an effective communicator, highly organized, and self-motivated. As a Customer Support Specialist, you will be required to use your customer-obsessed, detail-oriented skillset to analyze stakeholder needs and difficulties, while offering the best solutions that cover a wide variety of opportunities. You will demonstrate a customer-centric mindset, resulting in strong customer satisfaction ratings and query resolution times.
In this role, Customer Support Specialists are encouraged to be self-managing, proactive, collaborative, and team oriented. The role offers opportunities for individuals to follow personalized goals based on people's natural abilities to desire and learn. Outcomes range from acquiring specialized technical skills, to career advancement and transfers into other business areas of our company.
Main Responsibilities
- Deliver quality phone, email & webchat support to all Wood Mackenzie customers and internal stakeholders in a timely manner
- Be a liaison between customers and the business to deliver customer query outcomes
- Ensure accurate and timely recording of information in CRM and Customer Support Platform. Be the voice of the customer and advocate for them, ensure you close the feedback loop.
- Provide customer-specific services on our platforms which help customers optimize the value of our software, data, and analytical solutions.
- Support product and role configuration tasks during implementation engagements, and management of ongoing user level entitlement.
- Provide support for ad-hoc projects.
About you and how you can excel in the role
- Basic work experience in a customer facing role with at least 2 years in a corporate environment
- Fluent in English with advanced communication skills (listening, writing and verbal)
- Strong time management skills and multi-tasking abilities
- Comfortable speaking on the phone with strangers
- Strong attention to detail and organizational skills
- Analytical and process-oriented mindset
- Technically adept
- Knowledge of CRM's a plus, but not required
- MS Office knowledge
- Ability to work effectively both independently and interdependently in a small team environment.
- High levels of adaptability, initiative, and a kind, open, fun, team-oriented working attitude
Expectations
- We are a hybrid working company and the successful applicant will be expected to be physically present in the office at least 2 days per week to foster and contribute to a collaborative environment, but this may be subject to change in the future
- Due to the global nature of the team, a degree of flexible working will be required to accommodate different time zones.
Wood Mackenzie Values
- Inclusive we succeed together
- Trusting we choose to trust each other
- Customer committed we put customers at the heart of our decisions
- Future Focused we accelerate change
- Curious we turn knowledge into action
Equal Opportunities
We are an equal opportunities employer. This means we are committed to recruiting the best people regardless of their race, colour, religion, age, sex, national origin, disability or protected veteran status. You can find out more about your rights under the law at www.eeoc.gov
If you are applying for a role and have a physical or mental disability, we will support you with your application or through the hiring process.
Find out more at [Confidential Information]
