Description
The Workflows Indo-Malay Language Senior Analyst role provides high-quality customer support by phone, chat, and email for product- and service-related enquiries. You will respond to customers' enquiries relating to markets, product functionality, and fault calls, resolving as many queries as possible on the first interaction in Indonesian, Malay, and English.
Responsibilities:
- Respond to customers' enquiries relating to markets, product functionality, and fault calls
- 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, markets, and content
- 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- Recognize and raise recurring problems, inferior processes, or outdated procedures
- Take on additional projects and responsibilities that enhance team performance
Qualifications:
- Business level, both written and spoken fluency in English, Indonesian, and Malay languages
- Independently identify, investigate, and resolve user issues with LSEG data and applications
- Customer service or contact centre experience is preferred; financial or IT industry experience is an advantage
- Knowledge of desktop offerings whether deployed or handled (SaaS) is an advantage
- Detail orientated with sound information probing skills
- Strong analytical and problem-solving skills, with the ability to develop effective solutions
- University qualified in a field relating to the financial markets, the finance sector, or business
- Ability to communicate effectively, both verbally and in writing, with customers and colleagues in English and any other required languages
- Ability to develop product expertise and a strong understanding of the relevant financial markets
- Willingness to take on additional projects and responsibilities as needed
- The role may require flexibility in working hours to cater to Indonesia and Malaysia business hours or markets in the nearby region