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JD - CSE Eikon Trading

The document is a job posting for a Customer Support Executive role at Refinitiv, which is responsible for providing effective support to customers using Thomson Reuters products and services. Key responsibilities include resolving customer inquiries, logging support requests, escalating unresolved issues, and identifying recurring problems. Qualifications for the role include expertise with Refinitiv products, understanding customer needs, strong problem-solving and analytical skills, experience in customer service or financial industries, and the ability to communicate effectively in English and other languages.

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Vincent Andrade
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55 views1 page

JD - CSE Eikon Trading

The document is a job posting for a Customer Support Executive role at Refinitiv, which is responsible for providing effective support to customers using Thomson Reuters products and services. Key responsibilities include resolving customer inquiries, logging support requests, escalating unresolved issues, and identifying recurring problems. Qualifications for the role include expertise with Refinitiv products, understanding customer needs, strong problem-solving and analytical skills, experience in customer service or financial industries, and the ability to communicate effectively in English and other languages.

Uploaded by

Vincent Andrade
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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refinitiv.

com

CUSTOMER SUPPORT EXECUTIVE – EIKON TRADING

The Customer Support Executive is responsible for providing effective and courteous support to customers in
relation to their Thomson Reuters’ product or service. This includes active focus on enquiry resolution, a
positive customer focused attitude at all times and ensuring that all the necessary 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.
• Logging and classifying all calls and requests for assistance in the customer relationship management
system (Siebel).
• Filter and escalate enquiries relating to other aspects of the Thomson Reuters business and handover to
the appropriate department.
• Manage the resolution process for customers relating to data and applications for a particular product/s.
• Track 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.
• Identify and escalate problems affecting a number of customers or influencing the timely resolution of
one customer’s enquiry. This would include escalations to the team leader and other support, sales,
engineering or resolver groups as appropriate.
• Recognize and escalate 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 TRCS team and the achievement of its goals.

Qualifications

• Expert understanding of relevant Refinitiv products and data.


• Understanding of client needs. Focus on delivering results.
• Detail orientated with sound information probing skills.
• Well developed analytical skills with the ability to problem solve and develop solutions.
• University qualified in a discipline 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.
• Ability to communicate and engage effectively, verbally and in writing, in English and any other
designated languages with customers and colleagues.
• The ability to learn and become experts in Thomson Reuters’ products and develop a sound
understanding of the financial markets they serve.
• Willingness to undertake additional projects and responsibilities from time to time.
• Flexibility with work times – including rotational shift work.

Sensitivity: Confidential

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