Provide industry-leading Data & Application support for customers in Hong Kong using Refinitiv applications and products
Work closely with other local and overseas teams to provide exceeded and flawless customer experience
Log and classify all queries, requests and actions accurately
Track resolution progress and proactively provide updates to customers until issue resolved.
Identify and call out problems affecting both multiple customers and single users to speed up resolution progress. This would include escalations to all relevant stakeholders, including Team Manager, sales, technology or any appropriate resolver group.
Recognize and escalate recurring problems, inferior processes or outdated procedures.
Follow the appropriate procedures to respond to issues and update our customers when outages of a major nature occur.
Strive to improve customer experience
Accept additional projects or areas of responsibility that will improve the team’s performance.
Qualification / Skills / Experience / Knowledge
Language skills : fluent English and Mandarin both in writing and speaking
Professional experience in either the Financial Markets or in a Customer Service role
Financial Markets knowledge or aptitude for quick learning
Logical approach to problem solving and analytical thinking
Excellent service skills including active listening alongside focusing, and fully understanding our customer's needs
Proven team player, excellent communication and interpersonal skills
Self-motivated, proactive and driven
Good time management and organizational skills in order to prioritize workload and demands
Demonstrates urgency, energy and enthusiasm, ability to work under pressure
Adapts quickly to a changing environment
The ability to learn and become experts in Refinitiv's products and develop a sound understanding of the financial markets they serve.
Excellent IT skills and good knowledge of Windows applications, including Excel and Word
Experience in a customer service or contact center environment preferred. Previous experience in the financial industry desirable.
We care about benefits too.
We support our colleagues’ wellbeing with inclusive benefits. So that's support for physical, financial, mental and environmental health, paid time off to volunteer, consumer discounts & savings and so much more.
All of which are tailored to your needs and may vary by location. For more details talk to your recruiter.
As a global business, Refinitiv relies on diversity of culture and thought to deliver on our goals. Therefore we seek hardworking, qualified employees in all our operations around the world regardless of race, color, sex / gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law.
Refinitiv is proud to be an Equal Employment Opportunity / Affirmative Action Employer providing a drug-free workplace.
Refinitiv makes reasonable accommodations for applicants and employees with disabilities. If an accommodation is needed to participate in the job application or interview process, to perform essential job functions, and / or to receive other benefits and privileges of employment, please contact us to request an accommodation.
A full list of our office locations and contact information can be found at : Refinitiv Office Locations.
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