customer support executive - Investment solutions supportRefinitiv

Responsibilities:
Respond to customers' enquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction.
Log and classify all calls and requests for assistance in the customer relationship management system (Siebel).
Filter and call out enquiries related to other aspects of the business and handover to the appropriate department.
Manage the resolution process for customers relating to data and applications for a particular product/s.
Supervise 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 a number of 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Recognize and call out recurring problems, inferior processes or outdated procedures.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 products and data. Understanding of client needs. Focus on delivering results.
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.
Experience in a customer service or contact center 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 specialists in 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
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.
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Refinitiv

Taguig City, Metro Manila
Permanent
Full-time