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If anyone is interested in the following position and thinks him/herself is qualified, plz send an email to: linsuo@yahoo.com I will make a referral for you.... Reuters is the leading global provider of news, financial information and technology solutions to the world's media, financial institutions, businesses and individuals. Reuters' strength is its unique ability to offer customers around the world a combination of content, technology and connectivity. Its premier position is founded on a reputation for speed, accuracy, integrity and impartiality as well as continuous technological innovation. Customer Relationship Management Executive Role and Responsibilities: Reuters Support is the high profile first point of contact for customers wanting help on any Reuters products or services. The aim is to provide an efficient and effective place for customers in Asia to contact, where they can be assured that their queries, which include data, functionality and technical, will be answered promptly, accurately and professionally by telephone or electronically. The Customer Relationship Executive requires an individual with Reuters support credentials to contribute to the overall satisfaction level of our customers through providing effective and courteous support to customers This includes keeping a clear and active focus on customer satisfaction, and maintaining a patient friendly manner. To achieve this in an efficient and confident manner, staff will need to ensure their own knowledge and experience are sound and kept up to date. Staff will need to develop a solid understanding of the financial markets, and how the Reuter's information and products fit into this market. Key Responsibilities: Respond to customers' enquiries relating to information, historical information, product functionality and fault calls. Filter and escalate other enquiries relating to billing, service fees and contracts to the appropriate department Issue and update appropriate notification when outages are of a major nature by following the appropriate procedures Manage resolution process for customers relating to real-time/historical data, applications and technical where appropriate Track call progress and proactively call customers with call status or resolution Identify and escalate problems affecting a number of customers or influencing timely resolution to a customer call. Escalations to include team leader and other support groups, sales or engineering groups as appropriate Contribute to the Asia CRMC team by being committed and demonstrating best practices. Logging and classifying all calls and requests for assistance in the call tracking database Resolving as many queries as possible on the first call Recognise and escalate recurring problems Required Skills, Knowledge and Experience Experience with Reuters products and data or sound previous experience in the financial markets 3000Xtra Certification an advantage University qualified Experience in a Customer Service or Call Centre environment Ability to work as an effective member of a team Ability to communicate well with customers and colleagues Confident with call centre technology Detail orientated Patient and composed Socially confident Language Requirement: X Language and Fluent English Reuters is an equal opportunity employer. Qualified employees will be given consideration for all job openings without regard to race, colour, sex, religion, national origin, age, disability, marital status, parental status or sexual orientation Requirements: Job Level Professional/Specialist Locale Australia - Sydney Regional Area Australia/New Zealand Language Competence English Locale - Americas None Expertise Customer Service/Support/Administration, Banking and Brokerage Education Bachelors/BA or equivalent work exp. Experience 2-3 years Job Type Full-time Preferred Language English |
