customer support Executive - eikon aimLondon Stock Exchange Group

Position Overview:
The Customer Support Executive is responsible for providing effective and courteous support to customers in relation to their Thomson Reuters' 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 Thomson Reuters business and handover to the appropriate department.
Manage 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Recognize and escalate recurring problems, inferior processes or outdated procedures.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 Helpdesk team and the achievement of its goals.
Qualifications:
Expert understanding of relevant Thomson Reuters' 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 Thomson Reuters' 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.
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London Stock Exchange Group

Taguig City, Metro Manila
Permanent
Full-time