Senior Analyst – Customer Support
LSEG (London Stock Exchange Group)
full-time
Posted on:
Location Type: Office
Location: Bangalore • 🇮🇳 India
Visit company websiteJob Level
Senior
About the role
- Respond to customers’ enquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction.
- Log and classify all calls and requests for assistance in the customer relationship management system (Salesforce).
- Filter and call out enquiries related to other aspects of the business and handover to the appropriate department.
- Manage the resolution process for customers relating to data and applications for a particular product/s.
- Supervise 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 a number of customers or influencing the timely resolution of one customer’s enquiry.
- Recognize and call out recurring problems, inferior processes, or outdated procedures.
- Accept additional projects or areas of responsibility that will improve the team’s performance.
- Proactively contribute to the Customer Support team and the achievement of its goals.
Requirements
- Bachelor's Degree - University qualified in a field relating to the financial markets, the finance sector or business is a plus
- Ability to communicate and engage effectively, verbally and in writing, in English and any other designated languages with customers and colleagues.
- Performance driven, detail orientated with sound information probing skills.
- Well-developed analytical skills with that can problem solve and develop solutions.
- Flexibility in working hours and is flexible to any working schedule.
Benefits
- healthcare
- retirement planning
- paid volunteering days
- wellbeing initiatives
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer relationship managementSalesforcedata managementproblem solvinganalytical skillsinformation probing
Soft skills
communicationengagementperformance drivendetail orientedflexibility
Certifications
Bachelor's Degree