Job Description

CSE Workflow (GG 11) The Senior Customer Service Executive role empowers our customers with trusted insights, resolve complex issues at scale, enhance the value and drive usage of our products, by leveraging our in-depth market, product & technical

CSE Workflow (GG 11 ) The Senior Customer Service Executive role empowers our customers with trusted insights, resolve complex issues at scale, enhance the value and drive usage of our products, by leveraging our in-depth market, product & technical expertise. As a Senior CSE, you are expected to provide support on functionality, content search & explanation of our Desktop suite of products, mainly Refinitiv Workspace and Refinitiv Eikon. Responsibilities: Work directly with clients to provide additional information, updates, and resolution to issues escalated from Frontline Support teams Build and maintain relationships with other groups across the organization to ensure appropriate resolutions are provided in a timely and accurate manner Advocate for clients' needs by acting as a liaison between the client and Support, Sales, and Product Management Assist in pre-sales and retention initiatives via A2E (Access to Expert) program Proactively maintain a high level of knowledge about the specialist product area(s) and market(s) through self-study, research, and analysis Support and champion knowledge development for Trading-related product and market segments Required Skills & Experience: Displaying good market knowledge in any of following Asset Classes: Commodities, Equities, FX or FI Strong communication skills (verbal and written), as well as critical reasoning skills to identify problems and provide solutions quickly Excellent multi-tasking and organizational skills to manage outstanding issues until resolution. Strong follow-up skills, and a track record for influencing people outside of your span of control Analytical, organized, detail oriented, and disciplined. Proven quick learners, self-motivated, and proven logical reasoning skills Fluency in Refinitiv Excel add-in (creating/editing formulas, Adfin functions understanding will be an asset). Must show good Eikon / Refinitiv Workspace skills (being able to address how-to queries about the workspaces, layouts or changing settings). An ability to effectively work within a team and to collaborate is required. Comfortable with presentations and web conferencing (such as BOMGAR and MS Teams) Flexibility with work times. EMEA Shift (12-9pm or 1-10pm) Desired Skills & Experience: Bachelor's degree in Finance, Business, or Economics are preferred. Recognized external qualifications such as CFA (at least level I), ICMA, CAIA, FINRA or FSA will be a strong asset At least 3 years work experience in customer service or finance industry. Experience in supporting Real-time content / Trading Workflows is preferred Strong understanding of Operational Center industry practices, measurement, drivers and performance improvement strategies, global financial services industry as well as financial applications, data and analytics Fluent in English, able to use English as working language with internal teams and customers At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose - driving financial stability, empowering economies and enabling customers to create sustainable growth - in everything we do. Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 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. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity. LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives. 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 any mental health or physical disability needs. Please take a moment to read this 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, . 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.