customer support Executive - rdpOAMPI Inc.

The Customer Support Executive for RDP is responsible for providing effective and courteous support to customers in relation to their Refintiv's 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. Each member should show curiosity partnered with great persistence and thrive for continuous quest for professional growth and excellence notwithstanding the complexities ahead.
The Customer Support Executive resolves issues utilizing complex information systems, displays excellent problem-solving skills and shows high level of individual discretion to ensure customer satisfaction. Refinitiv provides all needed resource to new members to be able to pursue this new task towards completion and success.
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.
Filter and escalate enquiries relating to other aspects of the Refinitiv business and handover to the appropriate department.
Manage the resolution process for customers relating to data and applications, and technical for Refinitiv 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 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.
Ensure each customer contact is handled in a manner consistent with the Refinitiv brand and values to maintain customer satisfaction and retention.
Recognize and escalate recurring problems, inferior processes, or outdated procedures.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 Frontline Support team and the achievement of its goals.
Qualifications:
University degree or a related discipline in computer engineering, mathematics, financial markets or equivalent technical qualifications.
Experience in a customer service or contact centre in an enterprise solutions or SaaS/PaaS/IaaS supporting environment preferred. Previous experience in the FinTech or IT industry is desirable.
Programming Language (Python, etc.), Relational Database Management Systems (SQL, etc.) and API knowledge is an advantage
Expert understanding of relevant Refinitiv products and data.
Understanding of client needs. Focus on delivering results.
Detail orientated with sound information probing skills.
Good problem management, troubleshooting and analytical skills
Highly motivated and able to meet scheduled deadlines in a fast-paced, service-driven environment
Proven strong customer service orientation
Ability to communicate and engage effectively, verbally and in writing, in English with customers and colleagues.
Willingness to undertake additional projects and responsibilities from time to time.
Flexibility with work hours - including rotational shift work, plus weekends and holidays.
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.
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