Customer Support Executive
2 months ago
London Stock Exchange Group
Kuala Lumpur, Malaysia
Posted 3 days ago
Permanent
Competitive
What We Do
LSEG is a leading global financial markets infrastructure and data provider that operates connected businesses to serve customers across the entire financial markets value chain.
With capabilities in data, indices and analytics, capital formation, trade execution, clearing and risk management, we operate at the heart of the world's financial ecosystem and enable the sustainable growth and stability of our customers and their communities.
Together, our five business divisions - Data and Analytics, FTSE Russell, Risk Intelligence, Capital Markets and Post Trade - offer customers seamless access to global financial markets, across the trading lifecycle.
Role Summary
The Thai Language Support: Trading and Banking Workflow Customer Support Executive delivers all aspects of application support for LSEG products such as Eikon desktop and Workspace, covering usability and customization, content search, explanation, data integrity, covering restoration of workspace, solving connection errors, providing technical assistance and answers to customers inquiries.
The Customer Support Executive will be providing effective and polite support to customers in relation to their product or service by Phone, Chat and Email. This includes active focus on enquiry resolution, a positive client centric demeanour always and ensuring that all the vital action is taken to resolve a customer's enquiry.
Role Responsibilities
- Respond to customers' enquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction by Phone, Chat, or email in Thai language.
- Additional responsibility as a Senior Associate includes, working on new initiatives to implement process improvements, taking a lead in implementing changes, assisting Team Manager in leading the team and taking accountability for the team's success.
- Log and classify all calls and requests for assistance in the customer relationship management system.
- Filter and call out enquiries related to other aspects of the business and handover to the appropriate department.
- Handle the resolution process for customers relating to data and applications for a particular product/s and contact the relevant team in LSEG.
- Oversee 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 several customers or influencing the timely resolution of one customer's enquiry.
- Recognize and raise recurring problems, inferior processes, or outdated procedures.
- Accept additional projects or areas of responsibility that will improve the team's performance.
Qualifications
- Business level, both written and spoken fluency in English and Thai language is a must.
- Identifies, investigates, and helps resolve users' concern with LSEG applications or Data and engages with the right teams to resolve the inquiry.
- Experience in a customer service or contact centre environment preferred. Previous experience in the financial or IT industry is desirable.
- Knowledge of desktop offerings whether deployed or handled (SaaS) is an advantage.
- Detail oriented with sound information probing skills.
- Well-developed analytical skills that can problem solve and develop solutions.
- University qualified in a field relating to the financial markets, the finance sector or business.
- Potential 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.
- Positive approach to undertake additional projects and responsibilities from time to time.
The role may require flexibility in working hours to cater to Thailand business hours or markets in that region. This role is on a blended work model, with 3 days working in the office and 2 days working remotely.
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.
Job ID: R0093992
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