Customer Support Executive (Night Shift)

Industry Category	Services	Position	Customer Service
Recruitment Department		Number Of Recruits	several
Work Location	Metro Manila (NCR) Taguig	Nature Of Work	Full Time
Gender Requirements	Male	Marriage Requirement	No marital status restrictions
Education Level	Open to all levels	Work Experience	No work experience restrictions
Age Requirement	Above 18 years old	Salary Package	Negotiable
Updated Date	2022-09-28	Valid Until	Long-term validity

Frontline Support provides a globally consistent 24/7 entry point for all customers and employees seeking product, content, or technical support prioritizing accessibility and connectivity to Refinitiv’s breadth of expertise, to deliver a world-class service experience.

The Customer Support Executive is responsible for providing effective and courteous support to customers in relation to their product or service. This includes an 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 interactionLog and classify all calls and requests for assistance in the customer relationship management system (Siebel)Filter and call out enquiries related to other aspects of the business and handover to the appropriate departmentManage the resolution process for customers relating to data and applications for a particular product/sSupervise enquiry resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved on initial interactionFollow the appropriate procedures to respond to issues and update our customers when outages of a major nature occurCall 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sales, engineering or resolver groups as appropriateRecognize and call out recurring problems, inferior processes or outdated proceduresAccept additional projects or areas of responsibility that will improve the team’s performance.Proactively contribute to the Helpdesk team and the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:

Detail orientated with sound information probing skillsWell-developed analytical skills with that can problem solve and develop solutionsUniversity qualified in a field relating to the financial markets, the finance sector or businessAbility to communicate and engage effectively, verbally and in writing, in English and any other designated languages with customers and colleaguesWillingness to undertake additional projects and responsibilities from time to time.Flexibility with work times – including rotational shift work

LSEGLSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. We are dedicated, open-access partners with a commitment to excellence in delivering the services our customers expect from us. With extensive experience, deep knowledge and worldwide presence across financial markets, we enable businesses and economies around the world to fund innovation, manage risk and create jobs. It’s how we’ve contributed to supporting the financial stability and growth of communities and economies globally for more than 300 years.Data & AnalyticsOur acquisition of Refinitiv means we can provide the breadth and depth of financial data and best-in-class analytics that customers expect –driving innovation and growth across global markets.And our high-performance solutions –from trading, to market surveillance, to wealth solutions and more–help to enhance the performance of our customers.FTSE Russell is a leading global provider of financial indexing, benchmarking and analytic services with more than $16 trillion benchmarked to our indices –and offers an extensive range of data services and research.The combination of Refinitiv and FTSE Russell provides LSEG with leading capabilities in data, analytics, indices and benchmarksCapital MarketsWe offer our customers extensive access to capital markets and liquidity across multiple asset classes. We operate a broad range of international equity, fixed income, exchange-traded funds/exchange-traded products and foreign exchange markets. Our Group is home to several capital formation and execution venues: London Stock Exchange, AIM, Turquoise, CurveGlobal, FXall and Tradeweb (through a majority ownership interest).Post TradeWe support our customers’ clearing and reporting obligations, providing risk, balance sheet and financial resource management solutions, whilst working with our other divisions to extend this support across the value chain.A leading global clearing house with a strong presence across multiple asset classes, LCH helps financial institutions all over the world use their capital efficiently and manage counterparty risk. We work closely with sell-side clearing members and buy-side clients in conjunction with trading venues globally. UnaVista, a regulated platform that helps customers meet their reporting compliance obligations and reduce operational and regulatory risk through reporting, reference data and analytics solutions, further complements our Post Trade offering.Through a comprehensive suite of trusted financial market infrastructure services –and our open-access model –we provide the flexibility, stability and trust that enable our customers to pursue their ambitions with confidence and clarity.LSEG is headquartered in the United Kingdom, with significant operations in 70 countries across EMEA, North America, Latin America and Asia Pacific. We employ 25,000 people globally, more than half located in Asia Pacific. LSEG’s ticker symbol is LSEG.