Job Description

Turkish Language Support Trading and Banking Workflow Customer Support Executive delivers all aspects of application support for LSEG products such as Eikon desktop, Workspace & Datascope 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 demeanor always and ensuring that all the vital 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 by Phone, Chat, or email in German.
• 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• Recognize and raise recurring problems, inferior processes, or outdated procedures.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.

Additionally:

Mentorship and new joiner buddy program
- Support onboarding for any new joiners
- Share real case examples while doing buddy
- Provide weekly check-ins

Client Escalation Prevention
- To have like escalation team where other agents will need to refer to them to validate before escalating any cases
- To track top recurring issues on weekly/biweekly/monthly basis
- Which the aim to have a lower volume of escalations while having knowledge sharing between the team

Drive Team Enablement
-Drive high performing team environment by working closely with Team Managers
-Proactively be involved including call back to customer as Subject Matter Expert with customer concerns, business critical and complaints raised by customers
-Be a Subject Matter Expert and deputize for the team in an absence of Team Manager

Case Knowledge Bank
- To have like a doc that have all the complex, one off cases that agents seldom encounter and where existing resources are limited
- Serve as a reference library to help agents quickly understand similar cases if they received it in the future
- Their responsibility is to gather these type of cases from the team, to maintain the doc and also to prevent repeated escalations or long handling times

Qualifications:

• Business level, both written and spoken fluency in English and Turkish language is a must
• 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 or within LSEG will be an advantage.
• 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.
• 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:

Senior Associate

Compensation Information:

LSEG is committed to offering competitive Compensation and Benefits. The anticipated annual gross base salary for this position is between zł89,500 - zł134,300. 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. To view the benefits available for the role you're applying for, please click here This document provides a list of benefits by country. Simply click on the country where the role is based to view the relevant details. If you have specific questions or would like further details, these can be discussed during your interview.

London Stock Exchange Group (LSEG) Information:

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

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.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.