Full time
London Stock Exchange Group
Taguig, Metro Manila, Philippines
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. 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, technical and entitlements for Elektron products and services. 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...