trade support ExecutiveLSEG

Respond to customers' inquiries relating to technical issues with software, online or electronic products where a variety of issues that are more complex and/or specialized in scope apply. Log and classify all calls and requests for assistance in the Respond to customers' inquiries relating to technical issues with software, online or electronic products where a variety of issues that are more complex and/or specialized in scope apply. Log and classify all calls and requests for assistance in the call tracking database May provide escalation support to junior level staff on complex technical escalations. Use 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 business (e.g. technology, product development, etc.) as appropriate. Track inquiry resolution progress and where appropriate proactively call customers with a status update or resolution. Follow the appropriate company policy and procedures to respond to more complex and/or specialized issues, resolving as many queries as possible on the first call. Solving a complex issue 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). Assist new team members in learning the processes and procedures required to deliver excellent customer service. May develop and facilitate training programs. Inform team on product development updates and integration as necessary. May act as a subject matter expert. May provide work direction to resolve an escalated customer inquiry. May coach and developer 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. At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose - driving financial stability, empowering economies and enabling customers to create sustainable growth - in everything we do. Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity. LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives. We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone's race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs. Please take a moment to read this carefully, as it describes what personal information 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

Taguig City, Metro Manila
Permanent
Full-time