Job Description

Summary:

Bahasa Indonesia & Bahasa Malaysia Language Support: 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, data integrity, covering restoration of workspace, solving connection errors, providing technical assistance and answers to customers inquiries.

The Customer Support Executive will be providing effective and polite support to customers in relation to their product or service by Phone, Chat and Email. This includes active focus on enquiry resolution, a positive client centric demeanour always and ensuring that all the vital action is taken to resolve a customer\xe2\x80\x99s enquiry.

Responsibilities:

Respond to customers\xe2\x80\x99 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 Bahasa Indonesian & Malaysia.

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.

Handle the resolution process for customers relating to data and applications for a particular product/s and contact the relevant team in LSEG.

Oversee 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 several customers or influencing the timely resolution of one customer\xe2\x80\x99s enquiry. This would include customer concerns to the team leader and other support, sales, engineering, or resolver groups as appropriate.

Recognize and raise recurring problems, inferior processes, or outdated procedures.

Accept additional projects or areas of responsibility that will improve the team\xe2\x80\x99s performance.

Qualifications:

• Business level, both written and spoken fluency in English and Indonesian & Malaysian Bahasa language is a must.
• Identifies, investigates, and help resolve users\xe2\x80\x99 concern with LSEG applications or Data and engages with the right teams to resolve the inquiry.
• Experience in a customer service or contact centre environment preferred. Previous experience in the financial or IT industry is desirable.
• Knowledge of desktop offerings whether deployed or handled (SaaS) is an advantage.
• Detail orientated with sound information probing skills.
• Well-developed analytical skills with that can problem solve and develop solutions.
• University qualified in a field relating to the financial markets, the finance sector or business.
• Potential 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.
• Positive approach to undertake additional projects and responsibilities from time to time.

The role may require flexibility in working hours to cater to Malaysian and Indonesian business hours or markets in that region.

At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose \xe2\x80\x93 driving financial stability, empowering economies and enabling customers to create sustainable growth \xe2\x80\x93 in everything we do.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 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\xe2\x80\x99s 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 any mental health or physical disability needs.

Please take a moment to read this carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it\xe2\x80\x99s used for, and how it\xe2\x80\x99s obtained, .

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.

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