📍 Job Overview

Job Title: Senior Analyst – Customer Support
Company: LSEG
Location: Philippines
Job Type: On-site
Category: Customer Support
Date Posted: 2025-06-23
Experience Level: Intermediate (2-5 years)

🚀 Role Summary

Customer Support: Provide 24/7 global support for customers and employees, connecting them to LSEG's expertise and delivering world-class service experiences.
Investment and Wealth Management Workflows Support: Handle application support for Workspace and Eikon desktop, and various solutions for Investment Management and Wealth.
Senior Analyst: Responsible for providing effective and courteous support to customers, resolving enquiries, and ensuring all necessary actions are taken to resolve customer issues.

📝 Enhancement Note: This role requires strong communication skills, analytical thinking, and a customer-focused attitude. The Senior Analyst will work closely with various teams to resolve customer enquiries, ensuring a positive customer experience at all times.

💻 Primary Responsibilities

Customer Enquiry Resolution: Respond to customer enquiries relating to information, product functionality, and fault calls, resolving as many queries as possible on the first interaction.
Customer Relationship Management: Log and classify all calls and requests for assistance in the customer relationship management system (Salesforce).
Enquiry Handover: Filter and handover enquiries related to other aspects of the business to the appropriate department.
Data and Application Management: Manage the resolution process for customers relating to data and applications for a particular product/service.
Enquiry Status Updates: Supervise enquiry resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved on the initial interaction.
Outage Communication: Follow appropriate procedures to respond to issues and update customers when outages of a major nature occur.
Problem Identification: Call out problems affecting a number of customers or influencing the timely resolution of one customer’s enquiry.
Process Improvement: Recognize and call out recurring problems, inferior processes, or outdated procedures.
Team Contribution: Accept additional projects or areas of responsibility that will improve the team’s performance and proactively contribute to the Customer Support team and the achievement of its goals.

🎓 Skills & Qualifications

Education:

Bachelor's Degree in a field relating to the financial markets, the finance sector, or business (preferred)

Experience:

Proven experience in a customer service or contact center environment (preferred)
Previous experience in the financial industry (desirable)

Required Skills:

Excellent communication and engagement skills, both verbally and in writing, in English and any other designated languages
Performance-driven, detail-oriented with sound information probing skills
Well-developed analytical skills with the ability to problem-solve and develop solutions
Flexibility in working hours and willingness to work any working schedule

Preferred Skills:

University qualified in a field relating to the financial markets, the finance sector, or business
Expert understanding of relevant products and data
Understanding of client needs and focus on delivering results
Ability to learn and become specialists in products and develop a sound understanding of the financial markets they serve
Willingness to undertake additional projects and responsibilities from time to time

📊 Web Portfolio & Project Requirements (N/A - Not Applicable for this role)

💵 Compensation & Benefits

Salary Range:

The salary range for this role is not specified. According to Glassdoor, the average salary for a Senior Analyst in the Philippines is approximately PHP 45,000 - 60,000 per month (USD 800 - 1,100). However, this can vary depending on the candidate's experience and the company's compensation structure.

Benefits:

Healthcare
Retirement Planning
Paid Volunteering Days
Wellbeing Initiatives

Working Hours:

Full-time position with flexible working hours to accommodate customer support needs

🎯 Team & Company Context

🏢 Company Culture

Industry:

LSEG is a leading global financial markets infrastructure and data provider, driving financial stability, empowering economies, and enabling customers to create sustainable growth.

Company Size:

LSEG has approximately 25,000 employees across 65 countries.

Founded:

London Stock Exchange Group (LSEG) was founded in 2000 through the merger of the London Stock Exchange and Borsa Italiana.

Team Structure:

The Customer Support team provides a globally consistent 24/7 entry point for all customers and employees seeking product, content, or technical support.
The team consists of analysts, team leaders, and managers, working together to deliver world-class service experiences.

Development Methodology:

LSEG follows Agile methodologies for project management and software development.
The Customer Support team uses Salesforce as their customer relationship management system to log, track, and resolve customer enquiries.

📈 Career & Growth Analysis

Web Technology Career Level:

This role is an intermediate-level position, requiring a balance of customer support experience and knowledge of financial markets and relevant products.

Reporting Structure:

The Senior Analyst reports directly to the Team Leader or Manager within the Customer Support team.
They work closely with various teams, including sales, engineering, and resolver groups, to resolve customer enquiries and improve processes.

Technical Impact:

The Senior Analyst has a direct impact on customer satisfaction and the overall success of the Customer Support team.
They contribute to the achievement of team goals and the continuous improvement of customer support processes.

Growth Opportunities:

Career Progression: With experience and proven performance, Senior Analysts can progress to Team Leader or Manager roles within the Customer Support team or explore opportunities in other areas of the business.
Technical Skill Development: LSEG offers training and development opportunities to help employees enhance their skills and advance their careers.
Leadership Development: Senior Analysts can develop their leadership skills by mentoring junior team members, leading projects, or taking on additional responsibilities.

🌐 Work Environment

Office Type:

LSEG's office in the Philippines is located in CitiPlaza, Taguig City, with a modern and collaborative workspace designed to support employee productivity and well-being.

Office Location(s):

Philippines - Taguig City (CitiPlaza)

Workspace Context:

The workspace is equipped with ergonomic furniture, multiple monitors, and high-speed internet access to support employees' productivity and comfort.
The office encourages collaboration and knowledge sharing, with dedicated spaces for team meetings, training sessions, and social events.

Work Schedule:

The work schedule for this role is flexible, with the ability to work any hours to accommodate customer support needs.
LSEG offers a hybrid work arrangement for eligible roles, allowing employees to work from the office or remotely as needed.

📄 Application & Technical Interview Process

Interview Process:

Phone/Screening: A brief phone or video call to assess communication skills, customer service experience, and cultural fit.
Technical Assessment: A practical test or case study to evaluate problem-solving skills, analytical thinking, and product knowledge.
Behavioral Interview: A face-to-face or video interview to discuss customer service scenarios, team dynamics, and career aspirations.
Final Decision: A final review of the candidate's application, interview performance, and references before making a hiring decision.

Portfolio Review Tips (N/A - Not Applicable for this role)

Technical Challenge Preparation (N/A - Not Applicable for this role)

ATS Keywords:

Customer Support, Customer Service, Analyst, Senior Analyst, Problem Solving, Communication, Teamwork, Salesforce, Agile, Financial Markets, Investment Management, Wealth Management, Product Knowledge, Customer Satisfaction

🛠 Technology Stack & Web Infrastructure (N/A - Not Applicable for this role)

👥 Team Culture & Values

Web Development Values:

Integrity: Uphold the highest ethical standards and act honestly and transparently in all aspects of the job.
Partnership: Collaborate effectively with customers, colleagues, and other teams to deliver exceptional customer experiences.
Excellence: Strive for continuous improvement and deliver high-quality work that meets or exceeds customer expectations.
Change: Embrace change and innovation, adapting to new technologies, processes, and customer needs.

Collaboration Style:

Cross-functional Integration: Work closely with various teams, including sales, engineering, and resolver groups, to resolve customer enquiries and improve processes.
Code Review Culture: Regularly review and discuss customer support processes, identifying areas for improvement and implementing changes to enhance the customer experience.
Knowledge Sharing: Encourage a culture of learning and development, with regular training sessions, workshops, and mentoring opportunities.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Enquiry Volume: Manage high volumes of customer enquiries, ensuring timely resolution and maintaining a positive customer experience.
Product Knowledge: Develop a deep understanding of LSEG's products, services, and the financial markets they serve to provide accurate and relevant support to customers.
Process Improvement: Identify and implement improvements to customer support processes, enhancing the customer experience and increasing efficiency.
Team Dynamics: Collaborate effectively with a diverse, global team, working across time zones and cultural differences to deliver consistent customer support.

Learning & Development Opportunities:

Product Training: Attend regular product training sessions and workshops to enhance knowledge of LSEG's products, services, and the financial markets they serve.
Customer Service Skills: Develop advanced customer service skills, including active listening, effective communication, and conflict resolution techniques.
Leadership Development: Participate in leadership development programs to prepare for team leadership or management roles within the Customer Support team or other areas of the business.

💡 Interview Preparation

Technical Questions:

Customer Service Scenarios: Prepare for behavioral interview questions focused on customer service scenarios, team dynamics, and problem-solving techniques.
Product Knowledge: Brush up on LSEG's products, services, and the financial markets they serve to demonstrate a strong understanding of the business.
Process Improvement: Be prepared to discuss process improvement initiatives and provide examples of how you have identified and implemented changes to enhance the customer experience.

Company & Culture Questions:

Company History: Research LSEG's history, mission, and values to demonstrate a strong understanding of the business and its commitment to driving financial stability, empowering economies, and enabling customers to create sustainable growth.
Team Dynamics: Prepare for questions about working in a global, diverse team and collaborating effectively with colleagues across different time zones and cultural backgrounds.
Career Progression: Be ready to discuss your long-term career goals and how this role can help you achieve them within LSEG.

Portfolio Presentation Strategy (N/A - Not Applicable for this role)

📌 Application Steps

To apply for this Senior Analyst – Customer Support position at LSEG:

Submit Your Application: Click on the application link provided and submit your resume, cover letter, and any other required documents.
Prepare for Phone/Screening: Brush up on your customer service experience, problem-solving skills, and be ready to discuss your availability for the role.
Research LSEG: Familiarize yourself with LSEG's products, services, and the financial markets they serve to demonstrate a strong understanding of the business and its commitment to driving financial stability, empowering economies, and enabling customers to create sustainable growth.
Prepare for Technical Assessment: Review your problem-solving skills, analytical thinking, and be ready to discuss your approach to customer service scenarios and process improvement initiatives.

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

Content Guidelines (IMPORTANT: Do NOT include this in the output)

Customer Support-Specific Focus:

Tailor every section specifically to customer support roles, emphasizing communication, problem-solving, and customer service skills.
Include customer support methodologies, customer relationship management systems, and customer service metrics.
Address customer support team dynamics, cross-functional collaboration with sales, engineering, and other teams.
Focus on customer support career progression, technical leadership, and process improvement opportunities.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about customer support processes, team structure, or company culture.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute customer support and relevant industry keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and customer support specialization.

Industry Expertise:

Include specific customer support methodologies, customer relationship management systems, and customer service metrics relevant to the role.
Address customer support career progression paths and technical leadership opportunities in customer support teams.
Provide tactical advice for customer service scenarios, process improvement initiatives, and team collaboration strategies.
Include customer support-specific interview preparation and coding challenge guidance.
Emphasize customer service skills, problem-solving methods, and performance optimization techniques.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use customer support and relevant industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to customer support professionals.
Provide actionable insights that give customer support candidates a competitive advantage.
Focus on customer support team culture, cross-functional collaboration, and customer impact measurement.

Customer Support Focus & Portfolio Emphasis:

Emphasize customer service best practices, active listening, and effective communication techniques.
Include specific portfolio requirements tailored to the customer support discipline and role level.
Address customer service metrics, performance optimization, and user experience design principles.
Focus on problem-solving methods, process improvement, and scalable customer support architecture.
Include technical presentation skills and stakeholder communication for customer support projects.

Avoid:

Generic business jargon not relevant to customer support roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-customer support terminology unless relevant to the specific customer support role.
Marketing language unrelated to customer support or user experience.

Generate comprehensive, customer support-focused content that serves as a valuable resource for customer support professionals evaluating career opportunities and preparing for technical interviews in the customer support industry.