Customer Support Executive - AIM
Refinitiv
Taguig, PHL
4d ago

The Customer Support Executive - Data & Applications is responsible for providing effective and courteous support to customers in relation to their F&R 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.

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 (Siebel).
  • Filter and escalate enquiries relating to other aspects of the F&R business and handover to the appropriate department.
  • Lead the resolution process for customers relating to data and applications for a particular product / s.
  • 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.

  • Recognize and escalate recurring problems, inferior processes or outdated procedures.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 CS team and the achievement of its goals.
  • Qualifications :

  • Experienced understanding of relevant F&R products and data. Understanding of client needs. Focus on delivering results.
  • Detail orientated with sound information probing skills.
  • Well developed analytical skills with the ability to problem solve and develop solutions.
  • University qualified in a discipline relating to the financial markets, the finance sector or business.
  • Experience in a customer service or contact centre 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 experts in Thomson Reuters’ 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.
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