Technical Customer Support Executive (Cantonese)

at  LSEG London Stock Exchange Group

About us
LSEG is one of the world’s leading providers of financial markets infrastructure and delivers financial data, analytics, news and index products to more than 40,000 customers in over 170 countries. We help organisations fund innovation, manage risk and create jobs by partnering with customers at every point in the trade lifecycle: from informing their pre-trade decisions and executing trades to raising capital, clearing and optimisation.
Role Summary
LSEG Technical Customer Support Executives is responsible for delivering consistent high-value, courteous service through customer’s inquiry by handling customer inquiries by phone and email regarding technical issues for sell-side and buy-side Mandarin-speaking customers. This includes keeping a clear and active focus on providing high-quality resolution and ensuring that all the necessary action is taken to resolve customer’s issues. The executive requires to develop and to maintain a solid understanding of technologies and Refinitiv’ products and applications.

Role Responsibilities

• Provide industry-leading technical support for Trading, FX, Advisory & Investment customers in China and Taiwan using LSEG 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 call customers with a status update or resolution if queries cannot be resolved on initial interaction.
• Identify and raise problems affecting a number of customers or influencing the timely resolution of one customer’s enquiry. This would include escalations to the Team Manager and other support, sales, technology or resolver groups as appropriate.
• Recognize and call out recurring problems, inferior processes or outdated procedures.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

Required Skills & Qualification:

• Business level, both written and spoken fluency in English and Mandarin/Cantonese language requirement.
• Good analytical skills with the ability to problem solve and develop solutions.
• Professional experience in either the Financial Markets or in a Customer Service role would be advantageous
• Basic IT knowledge is mandatory and prior experience in this technical support would be an advantage in being success in this role.
• Financial Markets knowledge or aptitude for quick learning
• Excellent service skills including active listening alongside focusing, and fully understanding our customer’s needs
• Ability to learn new technologies and principles quickly and work in an environment that is continually changing and adopting new techniques and technologies.
• A phenomenal team player, positive attitude towards work
• Ability to learn and possess growth mindset

Working Hours

• Standard hours 9am-6pm or 8am-5pm, Mon-Fri and on certain public holidays and weekends.

We are currently on Hybrid work mode (3 days working in office, 2 days working remotely). Join us today!
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. 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 mental health or physical disability needs.
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

• Provide industry-leading technical support for Trading, FX, Advisory & Investment customers in China and Taiwan using LSEG 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 call customers with a status update or resolution if queries cannot be resolved on initial interaction.
• Identify and raise problems affecting a number of customers or influencing the timely resolution of one customer’s enquiry. This would include escalations to the Team Manager and other support, sales, technology or resolver groups as appropriate.
• Recognize and call out 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 experienc