Customer Support Executive with Portuguese

Portuguese Language Customer Support Executive Trading and Banking Workflow delivers all aspects of application support for LSEG products such as Eikon desktop and Workspace, 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 well-mannered 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 demeanour always and ensuring that all the vital action is taken to resolve a customer’s query.

YOUR DAILY TASKS

• Respond to customers’ enquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction in Portuguese.
• 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
• Coordinate 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, including 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• Recognize and raise recurring problems, inferior processes, or outdated procedures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

WHAT DO YOU NEED TO BRING

• Business level, both written and spoken fluency in English and Portuguese.
• Experience in a customer service or contact center environment preferred
• Knowledge of desktop offerings whether deployed or handled (SaaS) is an advantage 
• 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

YOU WILL BE EVEN MORE COMPETITIVE IF YOU HAVE

• University degree in a field relating to the financial markets, the finance sector or business
• Previous experience in the financial or IT industry

YOUR PACKAGE WHEN JOINING GDYNIA TEAM

• Wellbeing: monthly wellness allowance and employee assistance program
• Healthcare: private medical care with Medicover, premium package fully covered by employer
• Future: corporate pension plan supported by Fidelity International with additional 5% of base salary to invest in selected funds
• Recognition: promoting appreciation culture through global Reward and Recognition platform
• Referral: Bonus between 8,000 to 10,000 PLN for successful recommendation of a new colleague
• Development: e-learning platform, a range of workshops and international projects
• Onboarding: structured training and buddy support
• Information: access to real-time economic data through our flagship products Eikon and Workspace
• Diversity: inclusive culture with colleagues from over 40 countries with various age, gender, race and beliefs
• Charity: 2 additional days off for voluntary jobs
• Office: chillout room with video games, massage chairs, and ping-pong table
• Activities: sport teams and social events to join

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.

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