customer support Executive - fxallRefinitiv

Respond to customer inquiries via phone, email and chat, etc.
May respond to inquiries regarding a specific or more complex product or a specific customer (based on customer size or revenue tied to customer)
Inquiries will vary but typically include address changes, account changes/updates, order status, product feedback, password assistance, billing inquiry, etc.
Ensure each customer contact is handled in a manner consistent with the Thomson Reuters brand and values to maintain customer satisfaction and retention.
Uses analysis along with policies and procedures to resolve customer issues. Interpret customer contract and assess downstream impact to mitigate any recurring issues.
Identify prospects for additional products and services; send leads to appropriate sales representatives.
May assist field representatives in account maintenance.
Log and classify al calls and request for assistance in the call tracking database.
Filter and escalate inquiries as appropriate.
Apply active listening skills to diffuse a potentially tense customer interaction.
May include some order processing duties.
SCOPE & IMPACT
Size, nature and complexity of work. Budgetary accountability. Degree of influence.
Works on inquiries moderate in scope based on the needs of a specific customer or a more complex set of products.
Has daily interaction with customers and plays a pivot role in maintaining a positive customer relationship.
This is critical to ensure no negative customer experience occurs, which may have a potential negative impact on revenue, customer satisfaction and retention.
KNOWLEDGE & SKILL
Level of knowledge and application of skills.
Analytical and decision making skills.
Strong customer service skills within fast-paced, high volume environment.
Ability to work through customer conflict and provide resolution.
Strong written and verbal communication skills.
Judgment is required to determine resolution (no scripting is utilized).
Active listening skills to be used to interpret a customer's inquiry and to diffuse a potentially tense customer situation.
Ability to handle multiple tasks.
RELATIONSHIPS: INTERNAL / EXTERNAL
What are the important relationships that strongly influence success? How critical is the customer relationship?
External: Maintains positive customer relationships as the frontline contact with customers. Ensures the company is represented consistent with the Thomson Reuters brand and values.
Internal: works cross-departmentally as necessary (e.g. sales, technical support, etc).
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.
We embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. We break down barriers and encourage teamwork, 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 encouraged to fulfil 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.
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 meaningful careers.
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Refinitiv

Taguig City, Metro Manila
Permanent
Full-time