customer support ExecutiveLSEG

Job Description: Respond to customer inquiries via phone, email and chat, etc. Respond to more complex and/or specialized issues, resolving as many inquiries as possible on the first call. May provide first level escalation support to junior level st Job Description: Respond to customer inquiries via phone, email and chat, etc. Respond to more complex and/or specialized issues, resolving as many inquiries as possible on the first call. May provide first level escalation support to junior level staff on complex customer inquiries. Uses analysis and judgment and exercises discretion in selecting methods and technique for obtaining solutions. Filter and escalate inquiries relating to other aspects of the Company businesses (e.g. sales, technology, business leads, etc.) as appropriate. Track inquiry resolution progress and where appropriate, actively call customers with a status update or resolution. Solving complex issues may involve interpreting the needs of the customer, determining the solution to the problem and assessing any downstream impact. Has authority to offer customer refund or discount as needed or necessary within department guidelines (e.g. subscription extension, password release). Inquiries will vary but typically include address changes, account changes/updates, order status, product feedback, password assistance, billing inquiry, etc. Assist new team members in learning the processes and procedures required to deliver excellent customer service. May develop and facilitate training programs. Ensure each customer contact is handled in a manner consistent with the Company brand and values to maintain customer satisfaction and retention. May assist field representatives in account maintenance. May include project work, including contributing to reporting and analysis. May include some order processing duties. May act as a subject matter expert. May provide work direction to resolve an escalated customer inquiry. May coach and develop junior staff on job specific tasks and processes. May provide feedback to team managers on specific employee performance or concern. May act as an overall product contact and informs department of changes and necessary information to properly support a specific product line. 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. Please take a moment to read this carefully, as it describes what personal information the London Stock Exchange Group (LSEG) ("We") may hold about you, what it's used for, and how it's obtained, . If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.
Monster

Philippines
Permanent
Full-time