Job description

• Provide industry-leading Data & Application support for customers in Mainland China and Taiwan using Refinitiv applications and products

• Work closely with other local and overseas teams to provide exceeded and seamless 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 escalate 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• Recognize and escalate recurring problems, inferior processes or outdated procedures.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.

  
  

  Skills

• 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 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 centre environment preferred. Previous experience in the financial industry desirable.

上班地址：中国北京海淀区东北旺西路8号中关村软件园15号方舟大厦