Customer Support Executive – Elektron

Customer Support Executive – Elektron

Not Specified
Not Specified

Job Description

. Respond to customers enquiries related 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.
. Filter and raise enquiries relating to other aspects of the business and handover to the appropriate department.
. Handle the resolution process for customers relating to data and applications, technical and entitlements for Quant products and services.
. 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 raise problems affecting a number of customers or influencing the timely resolution of one customer's enquiry. This would include issues to the team manager and other support, sales, engineering or resolver groups as appropriate.
. Ensures each customer contact is handled in a manner consistent with the Refinitiv brand and values to maintain customer satisfaction and retention.
. Recognize and raise recurring problems, inferior processes or outdated procedures.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 Frontline Support organization and the achievement of its goals.
At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise - and our purpose. You'll be part of an organisation of over 25,000 people, spanning 70 countries. We recognise the individual perspectives each of our colleagues brings, and our diverse workforce is one of our greatest strengths. In supporting collaboration and creativity and encouraging new ideas across a diverse and inclusive workforce, we can improve how we are driving financial stability, empowering economies and enabling customers to create sustainable growth.
LSEG offers a range of tailored benefits and support from healthcare and retirement planning to paid volunteering days and wellbeing initiatives.
We are an equal opportunities employer. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants and employees religious practices and beliefs, as well as any mental health or physical disability needs.
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

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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