Customer Support Executive with German

Responsibilities:

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• Recognize and raise recurring problems, inferior processes, or outdated procedures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

Requirements:

• Business level, both written and spoken fluency in English and German
• Positive approach, ability to learn in a fast-paced environment
• Good communications skills to build a rapport with client, maintain a conversation etc, polite approach

Nice to have:

• Experience in a corporate environment, customer service environment preferred
• Knowledge of desktop offerings whether deployed or handled (SaaS) is an advantage
• University degree in a field relating to the financial markets, the finance sector or business
• Previous experience in the financial or IT industry is a plus

Offer:

• Private medical care
• Language courses
• Training & learning opportunities
• Attractive package of extra benefits of your choosing