Role Summary:
Technical Customer Support Executives is responsible for delivering consistent high-value, courteous service through customer\xe2\x80\x99s inquiry by handling customer inquiries by phone and email regarding technical issues for sell-side and buy-side Mandarin-speaking customers. This includes keeping a clear and active focus on providing high-quality resolution and ensuring that all the necessary action is taken to resolve customer\xe2\x80\x99s issues. The executive requires to develop and to maintain a solid understanding of technologies and Refinitiv\xe2\x80\x99 products and applications.

Role Responsibilities:

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  Provide industry-leading technical support for Trading, FX, Advisory & Investment customers in China and Taiwan using LSEG applications and products
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  Work closely with other local and overseas teams to provide exceeded and seamless customer experience
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  Log and classify all queries, requests and actions accurately. Track resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved on initial interaction.
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  Identify and raise problems affecting a number of customers or influencing the timely resolution of one customer\xe2\x80\x99s enquiry. This would include escalations to the Team Manager and other support, sales, technology or resolver groups as appropriate.
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  Recognize and call out recurring problems, inferior processes or outdated procedures.
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  Follow the appropriate procedures to respond to issues and update our customers when outages of a major nature occur.
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  Strive to improve customer experience

Required Skills & Qualification:

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  Minimum bachelor\'s degree, preferably in Finance or Business
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  Good written and verbal communication skills (English & Mandarin). Candidates who are proficient in Cantonese are also preferred.
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  Good analytical skills with the ability to problem solve and develop solutions.
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  Professional experience in either the Financial Markets or in a Customer Service role would be advantageous
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  Financial Markets knowledge or aptitude for quick learning
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  Excellent service skills including active listening alongside focusing, and fully understanding our customer\'s needs
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  Ability to learn new technologies and principles quickly and work in an environment that is continually changing and adopting new techniques and technologies.
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  A phenomenal team player, positive attitude towards work
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  Ability to learn and possess growth mindset

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.

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