Customer Support Executive (Cantonese/Mandarin)

Role Summary

LSEG Chinese language 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, and data integrity inquiries from customers. The Customer Support Executive is responsible for providing effective and courteous support to customers in relation to their product or service by Phone and Email in Mandarin or Cantonese languages. 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 by Phone, Chat or email in Mandarin or Cantonese.

• 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.

• Manage the resolution process for customers relating to data and applications for a particular product/s and get in touch with the relevant team in LSEG.

• Supervise 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 a number of customers or influencing the timely resolution of one customer’s enquiry. This would include customer concerns to the team leader and other support, sales, engineering or resolver groups as appropriate.

• Recognize and call out recurring problems, inferior processes or outdated procedures.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 Helpdesk team and the achievement of its goals.

Qualifications

• Bachelor's degree in finance or business

• Business level, both written and spoken fluency in English and Cantonese/Mandarin language requirement.

• Identifies, investigates, and help resolve users’ concern with LSEG applications or Data and engages with the right teams to resolve the inquiry.

• Detail orientated with sound information probing skills.

• Well-developed analytical skills with that can problem solve and develop solutions.

• 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 specialists in products and develop a sound understanding of the financial markets they serve.

• Willingness to undertake additional projects and responsibilities from time to time.

This role is on blended work model, with 3 days working on the office and 2 days working remotely. Standard working hours is Monday - Friday, 9AM - 6PM. Employee may be required to work on some public holidays, following public holidays of countries they support, i.e. China, Taiwan, or Hong Kong.

Recent graduates are welcome to apply!

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 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 mental health or physical disability needs.

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