Analyst, System Support, Service & Quality

PHL006 Refinitiv Asia Pte. Ltd. Philippine Branch; Taguig; On-site; PHP 420,000 - 660,000; Full time

Job summary

London Stock Exchange Group (LSEG) seeks a Specialist, System Support, Service Quality to assist the sales and order management team by fixing relevant system issues in the ordering and quote-to-cash applications.

They also consistently enhance customer experience through improving timeliness in service delivery by achieving the guaranteed average turnaround time based on agreed product/process and reducing the resolution time with agreed quality.

Qualifications

• Previous experience in Order/ Customer Support functions.
• Good data interpretation skills.
• Good understanding of computer systems; knowledge on SAP, Salesforce and Siebel is an advantage.
• Excellent written and verbal communication skills.
• Ability to prioritize and manage multiple activities with attention to detail.
• Willingness to work in any shift schedule.

Responsibilities

• Assist with issues within the implementation of the order to billing process and provide ongoing order management support.
• Display proficiency in solving client concerns and coordinating data issues; handle customer communications daily.
• Own system issue support for the order life cycle, including order preparation, monitoring, permissioning and billing/credits/cancellations for new and renewal orders.
• Provide timely support and resolutions.
• Handle and resolve internal queries relating to quote/order issues, billing and client account information errors.

Skills

Order support

Customer support

Data interpretation

Communication

Independent work

Shift flexibility

Tools

SAP

Salesforce

Siebel

Job description

The Specialist, System Support, Service Quality assists the sales and order management team in fixing relevant system issues in the ordering and quote to cash applications. They also consistently enhance customer experience through improving timeliness in service delivery by achieving the guaranteed average turnaround time based on agreed product/process and reducing the resolution time with agreed quality.

Role Responsibilities:

• Responsible for supporting issues encountered within the implementation of the order to billing process and for providing ongoing order management support.
• Displays proficiency and eye for business in solve, handling client concerns, coordinating nonconforming data issues, handling customer communications daily.
• Own system issue support for the order life cycle, including order preparation, order monitoring, permissioning and billing/credits/cancellations for new and renewal orders.
• Provide timely support and resolutions.
• Handle and resolve internal queries relating to quote/order issues, billing and client account information errors.

Qualifications & Experience Required:

• Previous experience in Order/ Customer Support functions.
• Applies general knowledge of business, developed through education, to make informed judgements.
• Good data interpretation skills
• Good understanding of computer systems; knowledge on SAP, SalesForce and Siebel is an advantage
• Has excellent focus for accuracy, completeness and improvement for assigned tasks which leads to providing an excellent customer experience
• Ability to prioritize and has attention to details
• High interest about learning
• Should possess excellent written and verbal communication skills
• Ability to work independently on multiple activities, showing appropriate level of prioritization and critical issue management skills
• Should be willing to work in any shift schedule.

Career Stage: Associate London Stock Exchange Group (LSEG) Information:

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

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.

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.

You will be part of a collaborative and creative culture where we encourage new ideas.

We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives.

Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence.

Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

• healthcare
• retirement planning
• paid volunteering days
• wellbeing initiatives

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.

LSEG (London Stock Exchange Group) 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 culture of connecting, creating opportunity and delivering excellence shapes how we think, how we do things and how we help our people fulfil their potential.

Our Data & Analytics, Capital Markets and Post Trade divisions have a combined power that provides a comprehensive, integrated suite of trusted financial market infrastructure services to help our customers pursue their ambitions.

Explore our divisions

LSEG is headquartered in the United Kingdom, with significant operations in 70 countries across Europe, the Middle East, Africa, North America, Latin America and Asia Pacific.

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