Description
We are seeking a Turkish Language Support Trading and Banking Workflow Customer Support Executive to deliver all aspects of application support for LSEG products such as Eikon desktop and Workspace.
The Customer Support Executive will provide effective and polite support to customers in relation to their product or service by Phone, Chat and Email.
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.
- Recognize and raise recurring problems, inferior processes, or outdated procedures.
- Accept additional projects or areas of responsibility that will improve the team's performance.
Requirements:
- Business level, both written and spoken fluency in English and Turkish language requirement.
- 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.
Compensation Information: The anticipated annual gross base salary for this position is between 79,000 zł - 118,600 zł.
Benefits Information: LSEG roles (excluding internships) are typically eligible for inclusion in our LSEG Benefits program.