Customer Support Executive (Mandarin & Cantonese)

7 months ago 20 Applied
Job Description

Role Summary
Chinese Language 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, and data integrity inquiries from customers. The Customer Support Executive is responsible for providing effective and courteous support to customers in relation to their product or service by Phone and Email in Mandarin or Cantonese languages. This includes 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.


  • Respond to customers 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 Mandarin or Cantonese.

  • Log and classify all calls and requests for assistance in the customer relationship management system (C).

  • Filter and call out enquiries related to other aspects of the business and handover to the appropriate department.

  • Manage the resolution process for customers relating to data and applications for a particular product/s and get in touch with the relevant team in LSEG.

  • Supervise 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 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 appropriate.

  • Recognize and call out recurring problems, inferior processes or outdated procedures.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 Helpdesk team and the achievement of its goals.


  • Bachelor's degree in finance or business

  • Business level, both written and spoken fluency in English and Mandarin/Cantonese language requirement.

  • Identifies, investigates, and help resolve users concern with LSEG applications or Data and engages with the right teams to resolve the inquiry.

  • Detail orientated with sound information probing skills.

  • Well-developed analytical skills with that can problem solve and develop solutions.

  • 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 specialists in products and develop a sound understanding of the financial markets they serve.

  • Willingness to undertake additional projects and responsibilities from time to time.

  • The role may require flexibility in working hours - flexible shift.

Recent graduates are welcome to apply!
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 - driving financial stability, empowering economies and enabling customers to create sustainable growth - 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's 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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Refinitiv is an American-British global provider of financial market data and infrastructure. The company was founded in 2018. It is a subsidiary of London Stock Exchange Group after a US$27 billion dollar sale from previous owners Blackstone Group LP which held a 55% stake and Thomson Reuters which owned 45%. The company has an annual turnover of $6 billion with more than 40,000 client companies in 190 countries.

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