Role Summary:
Thai 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's enquiry.
Responsibilities:
- 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 Thai language.
- Additional responsibility as a Senior Associate includes, working on new initiatives to implement process improvements, taking a lead in implementing changes, assisting Team Manager in managing the team and taking accountability for the team's success.
- 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's 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- Recognize and raise recurring problems, inferior processes, or outdated procedures.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's performance.
Qualifications:
- Business level, both written and spoken fluency in English and Thai language is a must to take care of Thai-speaking clients.
- Identifies, investigates, and help resolve users 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 Thailand business hours or markets in that region.
Standard working hours is Monday - Friday, 9AM - 6PM, with 3 days working on the office and 2 days working remotely.
Career Stage:
Associate
London Stock Exchange Group (LSEG) Information:
Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.
LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.
Our purpose is the foundation on which our culture is built. Our values of
Integrity, Partnership,
Excellence and
Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 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.
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 mental health or physical disability needs.
You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
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