Customer Care Associate

Third Bridge is a market-leading investment research firm. We provide integrated solutions for the world’s top investors and business leaders to help them make smarter and faster decisions. No other company in the world provides the same holistic investment offering: our superpower is the combination of human insights and unique investor-led content with a global expert network. We serve over 1,000 investment firms, offering clients 24/7 coverage through our team of 1,300+ employees located across nine offices.

Position Overview 

You will be maintaining our internal Helpdesk portal using a ticket management interface that consists of a priority queue alongside our Internal tools. The key operations are to ensure effective coverage of tickets and process improvement therein and adhering to our SLAs (Service Level Agreements) on behalf of our internal (Researchers) and external customers (Specialists). You will have to comply with strict Compliance procedures (GDPR and PII) to ensure the highest quality of response and resolution, whilst collaborating with other Customer Care Team members across the globe.

Responsibilities

In this role you will act as liaison between internal departments and external clients to assist with an array of customer service queries:

• Resolve customer questions and complaints, provide appropriate solutions and alternatives within a timely manner; follow up to ensure resolution

• Ensure positive experience for our internal/external clients 

• Answer inquiries through various forms of communication (e.g., phone and email) 

• Listen and respond to internal/external client needs and concerns 

• Work in a collaborative environment to meet and exceed assigned goals

Skills
A successful candidate will have: 

• 1+ years relevant administrative and/or customer service experience 

• Excellent interpersonal, written and verbal (over the phone) communication skills

• Ability to handle stringent deadlines/multi-tasking 

• Motivated self-starter, organized, detailed-oriented and ability to work independently 

How will you be rewarded? 

• Competitive Compensation: Enjoy a competitive salary reflective of your skills and experience.
• Time Off: Benefit from 18 days of paid time off (PTO), 8 fixed holidays, 1 floating holiday, and 8 casual leaves. PTO increases with tenure.
• Learning & Development: Receive a personal development reimbursement yearly for customised learning programs. Additionally, a dedicated budget supports studies and job-related qualifications.
• Health & Well-being: Access private medical insurance, maternity benefits, and engage in various events promoting mental health.
• Life Cover: Automatically enrolled in Life Insurance cover from your date of hire, providing coverage 4x the annual CTC.
• Flexibility: Embrace our work-from-anywhere policy, hybrid work options, and enjoy "Winter Fridays."
• Fun at Work: Unwind in our breakout area with games like foosball, Table Tennis, and PlayStation5.
• Recognition & Rewards: Earn points through our colleague-to-colleague recognition program, redeemable for hotels, gift cards, charity donations, and more.
• Snacks & Refreshments: Stay energised with daily snacks, tea, and coffee provided.
• CSR Days: Contribute to social responsibility with 2 CSR days annually – take time off to volunteer.
• Equal Opportunity Employer: Third Bridge is proud to foster diversity and inclusion. All qualified applicants will be considered without regard to race, color, religion, sex, national origin, disability, veteran status, or any other status protected under local laws.

The successful candidate must, by the start of the employment, have permission to work in the country they are applying

We know that to be truly innovative, we need to have a diverse team around us. That is why Third Bridge is committed to creating an inclusive environment and is proud to be an equal opportunity employer. If you are not 100% sure if you are right for the role, please apply anyway and we will be happy to consider your application.