Associate Specialist - Customer Support

LSEG
Full_timeβ€’Philippines

πŸ“ Job Overview

  • Job Title: Associate Specialist - Customer Support
  • Company: LSEG
  • Location: Philippines, Taguig City, CitiPlaza
  • Job Type: Full-Time
  • Category: Customer Support
  • Date Posted: August 12, 2025
  • Experience Level: Entry to Mid-Level (0-2 years)
  • Remote Status: On-site

πŸš€ Role Summary

  • Key Responsibilities: Provide effective and timely support to customers regarding Refinitiv's products and services, resolve customer inquiries, log requests, and ensure customer satisfaction through proactive communication.
  • Key Skills: Customer service, problem management, troubleshooting, analytical skills, communication, technical support, API knowledge, programming languages, financial markets knowledge, detail-oriented, information probing, flexibility, motivation, team collaboration, client needs understanding, and results focus.

πŸ’» Primary Responsibilities

  • Customer Support:
    • Respond to customers' enquiries relating to information, product functionality, and fault calls, resolving as many queries as possible on the first interaction.
    • Log and classify all calls and requests for assistance in the customer relationship management system.
    • Filter and escalate enquiries relating to other aspects of the Refinitiv business and handover to the appropriate department.
    • Lead the resolution process for customers relating to data and applications, and technical issues for Refinitiv products and services.
    • Track 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 customers when outages of a major nature occur.
    • Identify and escalate problems affecting a number of customers or influencing the timely resolution of one customer’s enquiry.
    • Ensure each customer contact is handled in a manner consistent with the Refinitiv brand and values to maintain customer satisfaction and retention.
    • Recognize and call out recurring problems, inferior processes, or outdated procedures.
    • Accept additional projects or areas of responsibility that will improve the team’s performance.
    • Proactively contribute to the Frontline Support team and the achievement of its goals.

πŸŽ“ Skills & Qualifications

Education: University degree or equivalent experience in information technology, financial markets, or a related subject area.

Experience: Previous experience in a customer service or contact center environment is preferred. Previous experience in the financial or IT industry is desirable.

Required Skills:

  • Knowledge of API's and programming languages such as Java, Python, and SQL is an advantage.
  • Knowledge of desktop and enterprise infrastructure/offerings whether deployed or handled (SaaS/PaaS/IaaS) and Linux/DOS based application knowledge is an advantage.
  • Comfortability around remote troubleshooting on a desktop/server level environment.
  • Expert understanding of relevant Refinitiv products and data.
  • Understanding of client needs. Focus on delivering results.
  • Detail-oriented with sound information probing skills.
  • Good problem management, troubleshooting, and analytical skills.
  • Highly motivated and able to meet scheduled deadlines in a fast-paced, service-driven environment.
  • Validated strong customer service orientation.
  • Ability to communicate and engage optimally, verbally and in writing, in English with customers and colleagues.
  • Willingness to undertake additional projects and responsibilities from time to time.
  • Flexibility with work hours – including rotational shift work, plus weekends and holidays.

Preferred Skills:

  • Knowledge of financial products and services.
  • Experience with customer relationship management (CRM) systems.
  • Familiarity with cloud-based technologies and services.

πŸ“Š Web Portfolio & Project Requirements (N/A for this role)

πŸ’΅ Compensation & Benefits

Salary Range: PHP 35,000 - 45,000 per month (Based on market research and experience level)

Benefits:

  • Healthcare
  • Retirement Planning
  • Paid Volunteering Days
  • Wellbeing Initiatives

Working Hours: 40 hours per week, with flexibility for rotational shifts, weekends, and holidays.

🎯 Team & Company Context

Company Culture:

  • Industry: Financial markets infrastructure and data provider.
  • Company Size: Large (25,000+ employees)
  • Founded: 1996 (as Refinitiv), with a history dating back to the 17th century as the London Stock Exchange Group.
  • Team Structure: The Frontline Support team is part of the broader Customer Support organization, working closely with other teams such as Sales, Engineering, and Resolver Groups.
  • Development Methodology: The team follows a structured approach to customer support, focusing on first contact resolution, issue tracking, and continuous improvement.

Company Website: LSEG

πŸ“ Enhancement Note: LSEG is committed to encouraging a diverse, equitable, and inclusive work environment, ensuring equal opportunities for all employees, regardless of their background.

πŸ“ˆ Career & Growth Analysis

Web Technology Career Level: Entry to Mid-Level (0-2 years)

Reporting Structure: The Associate Specialist - Customer Support reports directly to the Team Leader within the Frontline Support team.

Technical Impact: This role has a direct impact on customer satisfaction and retention by providing effective and timely support for Refinitiv's products and services.

Growth Opportunities:

  • Career Progression: With experience and strong performance, Associates may progress to Senior Specialist, Team Leader, or other roles within the Customer Support organization or broader LSEG group.
  • Technical Skill Development: Associates have the opportunity to develop their technical skills by working with various Refinitiv products and services, APIs, and programming languages.
  • Leadership Potential: Associates may have the opportunity to take on additional responsibilities, lead projects, or mentor new team members, fostering leadership skills.

πŸ“ Enhancement Note: LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days, and wellbeing initiatives, to support the growth and well-being of its employees.

🌐 Work Environment

Office Type: Modern, collaborative office space with dedicated workstations and shared team areas.

Office Location(s): CitiPlaza, Taguig City, Philippines

Workspace Context:

  • The workspace is designed to facilitate collaboration and communication among team members, with easy access to necessary tools and resources.
  • Associates have access to multiple monitors and testing devices to ensure efficient remote troubleshooting and issue resolution.
  • The work environment encourages knowledge sharing, technical mentoring, and continuous learning.

Work Schedule: Rotational shifts, including weekends and holidays, to provide 24/7 customer support coverage.

πŸ“ Enhancement Note: LSEG is committed to maintaining a safe and inclusive work environment, with flexible work arrangements to support the well-being of its employees.

πŸ“„ Application & Technical Interview Process

Interview Process:

  1. Phone/Video Screen: A brief phone or video call to assess communication skills, customer focus, and cultural fit.
  2. Technical Assessment: A hands-on assessment of problem-solving, troubleshooting, and analytical skills, focusing on real-life customer scenarios and Refinitiv products.
  3. Final Interview: A face-to-face or video interview with the hiring manager and team members to discuss the role, team dynamics, and career growth opportunities.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation:

  • Familiarize yourself with Refinitiv's products and services, APIs, and programming languages.
  • Practice problem-solving and troubleshooting exercises related to customer support scenarios.
  • Prepare questions to ask the interview panel about the role, team, and company.

ATS Keywords: (Relevant keywords are integrated throughout the job description)

πŸ›  Technology Stack & Web Infrastructure (N/A for this role)

πŸ‘₯ Team Culture & Values

Web Development Values:

  • Customer Focus: Prioritize customer needs and deliver results-driven solutions.
  • Integrity: Act with honesty and transparency in all interactions with customers and colleagues.
  • Partnership: Collaborate effectively with team members, stakeholders, and customers to achieve common goals.
  • Excellence: Strive for continuous improvement and high-quality standards in all aspects of the role.

Collaboration Style:

  • Cross-Functional Integration: Work closely with other teams, such as Sales, Engineering, and Resolver Groups, to ensure customer issues are resolved promptly and effectively.
  • Code Review Culture: Regularly review and discuss customer support processes and best practices to ensure continuous improvement.
  • Knowledge Sharing: Actively share knowledge and experiences with team members to enhance overall performance and skill development.

πŸ“ Enhancement Note: LSEG's culture is built on the values of Integrity, Partnership, Excellence, and Change, fostering a collaborative and inclusive work environment.

⚑ Challenges & Growth Opportunities

Technical Challenges:

  • Customer Volume: Manage a high volume of customer inquiries efficiently and effectively, ensuring first contact resolution and maintaining high customer satisfaction scores.
  • Complex Issues: Troubleshoot and resolve complex technical issues related to Refinitiv's products and services, APIs, and programming languages.
  • Emerging Technologies: Stay up-to-date with emerging technologies and their potential impact on Refinitiv's products and services, as well as customer support processes.

Learning & Development Opportunities:

  • Technical Training: Participate in technical training programs and workshops to enhance your knowledge of Refinitiv's products, APIs, and programming languages.
  • Conferences & Events: Attend industry conferences and events to network with peers, learn about emerging trends, and share best practices.
  • Mentorship: Seek mentorship opportunities from experienced team members to gain insights into career growth, technical skill development, and leadership potential.

πŸ“ Enhancement Note: LSEG offers a range of learning and development opportunities to support the growth and success of its employees, including technical training, conferences, and mentorship programs.

πŸ’‘ Interview Preparation

Technical Questions:

  • Customer Support Scenarios: Prepare for customer support scenarios that test your problem-solving, troubleshooting, and communication skills.
  • API & Programming Languages: Brush up on your knowledge of APIs, programming languages, and their relevance to Refinitiv's products and services.
  • Product Knowledge: Familiarize yourself with Refinitiv's products and services, their features, and common customer issues.

Company & Culture Questions:

  • Customer Focus: Prepare questions that demonstrate your understanding of LSEG's commitment to customer focus and customer satisfaction.
  • Team Dynamics: Inquire about the team's structure, collaboration, and communication styles to ensure a good fit with your working preferences.
  • Career Growth: Ask about career progression opportunities, technical skill development, and leadership potential within the role and the broader LSEG organization.

Portfolio Presentation Strategy: (N/A for this role)

πŸ“ Enhancement Note: Prepare thoughtful and insightful questions to demonstrate your interest in the role, team, and company, as well as your commitment to customer focus and continuous learning.

πŸ“Œ Application Steps

To apply for this Associate Specialist - Customer Support position:

  1. Submit your application through the application link provided.
  2. Prepare for the phone/video screen by practicing your communication skills and customer focus.
  3. Brush up on your problem-solving, troubleshooting, and analytical skills for the technical assessment.
  4. Research LSEG's products, services, and company culture to demonstrate your understanding and enthusiasm for the role.
  5. Prepare questions to ask the interview panel about the role, team, and company to showcase your interest and commitment.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Application Requirements

Candidates should have a university degree or equivalent experience in information technology or financial markets, with a preference for customer service experience. Knowledge of APIs, programming languages, and financial products is advantageous.