Customer Support Executive (Night Shift)

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sales, engineering or resolver groups as appropriateRecognize and call out recurring problems, inferior processes or outdated proceduresAccept additional projects or areas of responsibility that will improve the team’s performance.Proactively contribute to the Helpdesk team and the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