Customer Support Executive - AIM

Customer Support Executive - AIM

LSEG
Not Specified
Not Specified

Job Description


Job Description:
The Customer Support Executive - Data & Applications is responsible for providing effective and courteous support to customers in relation to their Refinitiv product or service. This includes active focus on enquiry resolution, a positive customer focused attitude at all times and ensuring that all the necessary action is taken to resolve a customer's enquiry.Responsibilities:
  • Respond to customers enquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction.
  • Logging and classifying all calls and requests for assistance in the customer relationship management system (Siebel).
  • Filter and escalate enquiries relating to other aspects of the Refinitiv business and handover to the appropriate department.
  • Lead the resolution process for customers relating to data and applications for a particular product/s.
  • Track enquiry resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved on initial interaction.
  • Follow the appropriate procedures to respond to issues and update our customers when outages of a major nature occur.
  • Identify and escalate problems affecting a number of customers or influencing the timely resolution of one customer's enquiry. This would include escalations to the team leader and other support, sales, engineering or resolver groups as appropriate.
  • Recognize and escalate recurring problems, inferior processes or outdated procedures.
  • Accept additional projects or areas of responsibility that will improve the team's performance.
  • Proactively contribute to the CS team and the achievement of its goals.
Qualifications:
  • Experienced understanding of relevant Refinitiv products and data. Understanding of client needs. Focus on delivering results.
  • Detail orientated with sound information probing skills.
  • Well developed analytical skills with the ability to problem solve and develop solutions.
  • University qualified in a discipline relating to the financial markets, the finance sector or business.
  • Experience in a customer service or contact centre environment preferred. Previous experience in the financial industry desirable.
  • Ability to communicate and engage effectively, verbally and in writing, in English and any other designated languages with customers and colleagues.
  • The ability to learn and become experts in Refinitiv products and develop a sound understanding of the financial markets they serve.
  • Willingness to undertake additional projects and responsibilities from time to time.
  • Flexibility with work times - including rotational shift work.

People are at the heart of what we do and drive the success of our business. Our culture of connecting, creating opportunity and delivering excellence shape how we think, how we do things and how we help our people fulfil their potential.
At LSEG we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. We break down barriers and encourage collaboration, enabling innovation and rapid development of solutions that make a difference. Our workplace generates an enriching and rewarding experience for our people and customers alike. Our vision is to build an inclusive culture in which everyone feels driven to reach their potential.
We know that real personal growth cannot be achieved by simply climbing a career ladder - which is why we encourage and enable a wealth of avenues and interesting opportunities for everyone to broaden and deepen their skills and expertise.
LSEG are committed to supporting emotional, physical, financial and societal wellbeing. Our tailored benefits are a key part of this commitment and we offer colleagues a range of support from healthcare and retirement planning to paid volunteering days and consumer discounts.
We also make reasonable accommodations for applicants and employees with disabilities. If an accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please make your recruiter aware, we want to ensure you perform at your best.
As a global organisation spanning 70 countries and one rooted in a culture of growth, opportunity, diversity and innovation, LSEG is a place where everyone can grow, develop and fulfil your potential with purposeful careers.
Please take a moment to read this carefully, as it describes what personal information the London Stock Exchange Group (LSEG) ('We') may hold about you, what it's used for, and how it's obtained, .
If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.

Job Details

Employment Types:

Industry:

Other

Function:

IT

About LSEG

LSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. We are dedicated, open-access partners with a commitment to excellence in delivering the services our customers expect from us. With extensive experience, deep knowledge and worldwide presence across financial markets, we enable businesses and economies around the world to fund innovation, manage risk and create jobs. It's how we've contributed to supporting the financial stability and growth of communities and economies globally for more than 300 years. Through a comprehensive suite of trusted financial market infrastructure services - and our open-access model - we provide the flexibility, stability and trust that enable our customers to pursue their ambitions with confidence and clarity. LSEG is headquartered in the United Kingdom, with significant operations in 70 countries across EMEA, North America, Latin America and Asia Pacific. We employ 25,000 people globally, more than half located in Asia Pacific. LSEG's ticker symbol is LSEG. HOW TO APPLY If you want to apply for this job, please click the Apply button to the left. You will then be redirected to the sign-in page where you can enter your credentials or set up an account with us.

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