Production Associate Job in Bengaluru at Moody's Corporation

Moody's Corporation is hiring for Production Associate!

Responsibilities of the Candidate :

• Provide customer-centric support to authors and reviewers, ensuring seamless publication of research reports with minimal disruption.
• Author-Centric Support: The primary role is to provide customer-centric support to authors & reviewers throughout their content creation to publication journey. This includes understanding their unique needs, addressing queries, and providing tailored solutions.
• Effective Communication and Escalation: Communicate with authors and reviewers effectively and empathetically, addressing issues and inquiries following support procedures. Escalate when needed, always keeping the authors' needs and concerns in mind.
• Responsive Issue Management: Address all issues related to publishing with a high level of urgency, ensuring minimal disruption to authors. This involves evaluating each situation on a case-by-case basis and taking the appropriate response or escalation actions within the agreed-upon SLA and SOP.
• Publication Process Support: Provide guidance and assistance to authors during the publication of research reports using CMS and FMP in accordance with approved SLA and SOPs. This involves a focus on making the publishing process as seamless and intuitive for authors as possible.
• Knowledge Maintenance and Continuous Learning: Stay updated on current, new, and expired issues including workarounds. This role requires an understanding of all documented functions, SLAs, and a commitment to continuous learning to improve service quality and author satisfaction.
• Shift rotation: Candidate should be willing to work in all three shifts (APAC, EMEA, and US) on a quarterly shift rotation.

Requirements :

• 1-2 years of handling Level 1 Customer Service support in a voice process.
• Customer Centric Orientation: Ability to understand and address the unique needs of authors and reviewers, providing tailored solutions.
• Problem-Solving Skills: Strong problem-solving and time management skills, with the capacity to work independently and learn new skills.
• Communication Skills: Excellent interpersonal and communication skills required to effectively communicate with authors and reviewers.
• Teamwork: Ability to work effectively in a team, manage multiple tasks, and meet tight deadlines in a fast-paced environment.
• Technical Proficiency: Experience in MS Office (Word, Excel, and PPT) and Content Management System tools is preferred.