Customer Support Executive – Workflow Support (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

• Provide industry-leading Workflow support for customers in Mainland China and Taiwan using LSEG applications and products

• Work closely with other local and overseas teams to provide exceeded and seamless customer experience

• Log and classify all queries, requests and actions accurately

• Track resolution progress and proactively provide updates to customers until issue resolved.

• Identify and escalate problems affecting both multiple customers and single users to speed up resolution progress. This would include escalations to all relevant stakeholders, including Team Manager, sales, technology or any appropriate resolver group.

• Recognize and escalate recurring problems, inferior processes or outdated procedures.

• Follow the appropriate procedures to respond to issues and update our customers when outages of a major nature occur.

• Strive to improve customer experience

• Accept additional projects or areas of responsibility that will improve the team’s performance.

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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