Turkish 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 Turkish.
- 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- Recognize and raise recurring problems, inferior processes, or outdated procedures.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.
LSEG is a leading global financial markets infrastructure and data provider. Our purpose 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. 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.
The role may require flexibility in working hours to cover the Turkish business hours.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
Qualifications:
- Business level, both written and spoken fluency in English and Turkish language requirement.
- 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 Turkish, English 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.
