ROLE SUMMARY
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.
The role may require flexibility in working hours to cover the Turkish business hours.
WHAT YOU'LL BE DOING
•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•Recognize and raise recurring problems, inferior processes, or outdated procedures.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.
WHAT YOU'LL BRING
•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.
Career Stage
Associate
Compensation Information
LSEG is committed to offering competitive Compensation and Benefits. The anticipated annual gross base salary for this position is between 79,000 zł - 118,600 zł. Please be aware base salary ranges may vary by geographic location. In addition to our offered base salary, this role is eligible for our Annual Bonus Plan ("bonus plan"). Target Bonus % will be commensurate with role level and posted career stage. Individual salary will be reflective of job-related knowledge, skills and equivalent experience.
Benefits Information
LSEG roles (excluding internships) are typically eligible for inclusion in our LSEG Benefits program. Benefits vary by country of the role.
About LSEG
LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth. Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries.
