Customer Care Support Specialist

About the role

Grade Level (for internal use): 09 S&P Global Market Intelligence The Role: Customer Care Support Specialist Location: Tokyo, Japan The Team Our Customer Care Tier 2 support team stands out for its deep product knowledge and strong cross-functional collaboration, acting as a bridge between clients and internal teams to ensure queries are resolved efficiently with the right expertise. Working in Maritime & Trade services offers exposure to the dynamic and global nature of the industry, dealing with real-time vessel movements and trade flows that directly impact client decision-making. Our collaborative, supportive, and solution-oriented culture encourages knowledge sharing and continuous learning while maintaining a positive professional environment where teamwork is highly valued. Reporting to the Customer Support Regional Manager, the role is customer facing and requires the ability to problem solve at a technical level, involving various platforms. The final objective is to ensure excellent customer satisfaction and high client retention rate. To rise to the challenge, you'll need to be a self-starter. Strong problem-solving skills and attention to details are also a must. But just as important as your technical know-how and talent for problem solving, will be your ability to share the insights you gain. With that in mind, you'll need to be a confident communicator - both in writing and by phone - and, of course, you'll need to work well as part of a team. Responsibilities and Impact Act as the primary point of contact for client questions and issues, ensuring seamless communication and relationship management. Troubleshoot customers' technical issues to determine the root cause of the problem and recommend a suitable solution. Resolving inquiries related to Maritime & Trade solutions with accuracy and timeliness. Collaborate with cross-functional teams - including Product, Sales, Delivery, and Data - to deliver comprehensive solutions and continuous improvement. Maintain detailed records of client interactions using the internal customer relationship management system and contribute to knowledge base development for team efficiency. Required experience and skill sets Bachelor's degree Minimum of 1-3 years of experience in client services, customer support, or related client-facing roles Strong analytical and problem-solving skills with excellent attention to details Ability to quickly learn new products, interfaces, and processes Excellent written and verbal communication skills Japanese native with fluent English Ability to stay highly organized in a high-volume, high-priority customer facing environment Additional preferred experience and skill sets Experience with similar Maritime & Trade market data solutions Experience with CRM systems and ticketing platforms such as Salesforce or similar customer management tools Multi-lingual skills is 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, and make decisions with conviction. For more information, visit www.spglobal.com/marketintelligence . What's In It For You? Our Mission: Advancing Essential Intelligence. Our People: We're more than 35,000 strong worldwide-so we're 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 all.From 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. We're 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 world's 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.