Customer Support Executive
Refinitiv Asia PTE. LTD | Philippine Branch
- Taguig, PhilippinesUpper McKinley Road , Taguig, Metro Manila, PhilippinesTaguigMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 4 years ago
2020-05-03T16:00:00+00:00Job closed.
Job Description
- Respond to customers’ inquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction.
- Logging and classifying all calls and requests for assistance in the customer relationship management system (Siebel).
- Filter and escalate inquiries relating to other aspects of the Refinitiv business and handover to the appropriate department.
- Manage the resolution process for customers relating to data and applications for a particular product/s.
- Track inquiry 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.
- Identify and escalate problems affecting a number of customers or influencing the timely resolution of one customer’s inquiry. This would include escalations to the team leader and other support, sales, engineering or resolver groups as appropriate.
- Recognize and escalate recurring problems, inferior processes or outdated procedures.
- Accept additional projects or areas of responsibility that will improve the team’s performance.
- Proactively contribute to the Refinitiv Frontline Support team and the achievement of its goals.
Minimum Qualifications
- Expert understanding of relevant Refinitiv products and data. Understanding of client needs. Focus on delivering results.
- Detail orientated with sound information probing skills.
- Well developed analytical skills with the ability to problem-solve and develop solutions.
- University qualified in a discipline relating to the financial markets, the finance sector or business.
- 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 experts in Refinitiv products and develop a sound understanding of the financial markets they serve.
- Willingness to undertake additional projects and responsibilities from time to time.
- Flexibility with work times – including rotational shift work.
Perks and Benefits
Retirement Benefit Plans
Special Leave Benefits for Women
Single Parent Leave
Gym Membership
Paid Holidays
Medical / Health Insurance
Paid Sick Leave
Stock Options
Performance Bonus
Paid Bereavement/Family Leave
Life Insurance
Paid Vacation Leave
Transportation Allowances
Maternity & Paternity Leave
Medical, Prescription, Dental, or Vision Plans
Required Skills
- Organizing and Planning
- Email Support
- Customer Service
- Time Management
- Technical Skills
- Critical Thinking
- Communication Skills
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Customer Service
- Educational Requirement
- Completed associate's degree
- Recruiter response to application
- Always
- Office Address
- Upper McKinley Road
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About Refinitiv Asia PTE. LTD | Philippine Branch
Refinitiv is one of the world’s largest providers of financial markets data and infrastructure, serving over 40,000 institutions in over 190 countries. It provides leading data and insights, trading platforms, and open data and technology platforms that connect a thriving global financial markets community - driving performance in trading, investment, wealth management, regulatory compliance, market data management, enterprise risk and fighting financial crime.