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Customer Support Professional
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Company Overview:
LSEG is a dynamic organization of 25,000 people across 70 countries. We are committed to sustainability across our global business and encourage new ideas.
Job Description:
We are looking for a Customer Support Executive to join our team. As a key member of our support team, you will be responsible for log and classifying all calls and requests for assistance in the customer relationship management system.
Responsibilities:
- Filter and call out enquiries related to other aspects of the business and handover to the appropriate department.
- Oversee 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.
- Call out problems affecting several customers or influencing the timely resolution of one customer's enquiry.
- This would include customer concerns to the team leader and other support, sales, engineering or resolver groups as appropriate.
- Recognize and raise recurring problems, inferior processes or outdated procedures.
- Accept additional projects or areas of responsibility that will improve the team's performance.
Required Skills and Qualifications:
- Business level, both written and spoken fluency in English and Spanish language requirement.
- Experience in a customer service or contact centre environment preferred.
- Previous experience in the financial or IT industry is desirable.
- Knowledge of desktop offerings whether deployed or handled (SaaS) is an advantage.
- Detail orientated with sound information probing skills.
- Well-developed analytical skills with that can problem solve and develop solutions.
- University qualified in a field relating to the financial markets, the finance sector or business.
- Potential 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 specialists in products and develop a sound understanding of the financial markets they serve.
- Positive approach to undertake additional projects and responsibilities from time to time.
Benefits:
We offer a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
Others:
We are proud to be an equal opportunities employer and conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
