JOB DESCRIPTION

 

Position: Customer Response Centre Executive- Australia

Reports to: Customer Response Centre Team Leader

 

Brief Job Description:

The Reuters Customer Response Centre is the high profile first point of contact for clients wanting help on any Reuter products or information, or for other support needs. This role requires an individual with Reuters support credentials in one of the following areas: RI Products, BIP and/or Transactions.

The aim is to provide an efficient and effective place for Australian and New Zealand Clients to call, where they can be assured that their queries which include data, functionality and technical will be answered promptly, accurately and professionally.

The CRC Executive must provide effective, courteous and professional support to clients, mainly by telephone. 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 information and products fit into this market.

Key Responsibilities:

	Expected to deputize for the team leader
	Report writing responsibilities
	Answering the phone in a polite and professional manner, and logging and classifying all calls and requests for assistance in the call tracking database
	Resolving as many queries as possible on the first call
	Escalating problems to other support groups or engineering groups
	Taking full ownership of problems, tracking the status, coordinating resolution and keeping clients informed of progress
	To recognise and escalate recurring problems
	Escalation of major problems as required to management, customer account Teams and support departments
	Provide regular updates to the CRC supervisor on outstanding problems
	To interact with other departments to improve the overall level of Customer Support

Product related:

providing advice and assistance on how the products are used, how and where to find information and the meaning of that information

Personal development:

	develop and maintain sound knowledge of all Reuter products, data and networks
	develop sound skills in the CRC telephone and systems technology
	develop knowledge of and communication with other departments

Other

	undertake special assigned projects from time to time
	maintain an active interest in the performance of the team
	identify and action improvements to the quality of calls database
	must be prepared to study towards recognised industry qualifications eg SIA Certificate in Financial Markets
	assistance in maintenance of working procedures

Education/Experience:

	Experience with Reuter products and networks or sound previous experience in the financial markets
	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 unflappable
	Socially confident

Performance Measures:

	Monthly progress reports on team and individual performance
	customer satisfaction surveys
	regular reviews plus incentive schemes
	higher level skills will be recognised in remuneration terms.

Nicole Descovich, Human Resources, Level 30, 60 Margaret Street, Sydney, Australia.

Email nicole.descovich@reuters.com.

Any queries relating directly to the role should be directed to Luke Elliot, Team Manager -Customer Service Australia, in the first instance.

 

 

     

Home Page        Top of Page

 

[Home] [Resume] [Work Responsibilities] [Search Page] [IT Menu]