Golden Opportunity for Graduates at LSEG: Check Post Details

Overview:

LSEG is hiring an experienced Client Support Analyst at their Bangalore location. Client Support Analyst within Trading and Banking Workflow Customer Support Department 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 Client Support Analyst 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 demeanor always and ensuring that all the vital action is taken to resolve a customer’s enquiry.

The complete details of this job are as follows:

Roles and 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
• 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.
• 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• Recognize and raise recurring problems, inferior processes or outdated procedures.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.
• Proactively give to the Helpdesk team and the achievement of its goals.

Qualifications:

• Business level, both written and spoken fluency in English.
• 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.
• University qualified in a field 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.
• Potential to communicate and engage efficiently, 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 – flexible shift.

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