📍 Job Overview

• Job Title: Senior Analyst - Customer Support
• Company: LSEG
• Location: Philippines
• Job Type: Full-Time
• Category: Customer Support & Services
• Date Posted: 2025-08-01
• Experience Level: Mid-Senior level (2-5 years)
• Remote Status: On-site

🚀 Role Summary

• Provide first-line support to customers and employees across LSEG's product suite, ensuring high customer satisfaction and service quality.
• Act as a subject matter expert for Investment and Wealth Management Workflows Support, handling usability, customization, content search, and data integrity queries.
• Collaborate with cross-functional teams to resolve complex issues and drive continuous improvement in customer support processes.

📝 Enhancement Note: This role requires a strong customer focus, excellent communication skills, and a proactive approach to problem-solving. Familiarity with financial markets and relevant products is desirable but not essential, as training will be provided.

💻 Primary Responsibilities

• Customer Interaction: Handle customer enquiries via phone, email, and chat, ensuring timely and effective resolution of issues.
• Issue Tracking: Log and classify customer calls and requests in the CRM system (Salesforce), maintaining accurate records and facilitating efficient issue resolution.
• Issue Resolution: Manage the resolution process for customer issues, following established procedures and escalating when necessary.
• Proactive Communication: Proactively update customers on issue status and resolution, ensuring high levels of customer satisfaction.
• Problem Identification: Recognize recurring problems, inferior processes, or outdated procedures, and collaborate with teams to drive improvement.
• Team Collaboration: Work closely with other support teams, sales, engineering, and resolver groups to resolve complex customer issues.
• Process Improvement: Accept additional projects or areas of responsibility that will improve the team's performance and enhance the customer experience.

📝 Enhancement Note: This role involves a high volume of customer interactions, requiring strong communication skills, patience, and the ability to remain calm under pressure. A detail-oriented approach and a knack for problem-solving are essential for success in this role.

🎓 Skills & Qualifications

Education: A Bachelor's Degree in a relevant field (e.g., finance, business, or a related discipline) is preferred but not strictly required. Candidates with equivalent experience and a proven track record in customer support are encouraged to apply.

Experience: Proven experience in a customer service or contact center environment is essential. Previous experience in the financial industry is desirable but not mandatory.

Required Skills:

• Excellent communication skills in English, both verbal and written.
• Strong analytical skills and a problem-solving mindset.
• Detail-oriented with sound information probing skills.
• Performance-driven and flexible to work in a dynamic environment.
• Ability to work in shifts, including evenings, weekends, and holidays as required.

Preferred Skills:

• University qualified in a field relating to the financial markets, the finance sector, or business.
• Expert understanding of relevant products and data, with a focus on delivering results.
• Willingness to undertake additional projects and responsibilities from time to time.

📝 Enhancement Note: While a degree in a relevant field is desirable, LSEG values candidates with equivalent experience and a proven track record in customer support. Strong communication skills, analytical abilities, and a customer-focused attitude are crucial for success in this role.

📊 Web Portfolio & Project Requirements (N/A for this role)

As this role focuses on customer support rather than web development or server administration, portfolio requirements are not applicable.

💵 Compensation & Benefits

Salary Range: The salary range for this role in the Philippines typically falls between PHP 45,000 to PHP 65,000 per month, depending on experience and qualifications. This estimate is based on market research and regional salary standards for mid-senior level customer support roles.

Benefits:

• Healthcare
• Retirement planning
• Paid volunteering days
• Wellbeing initiatives

Working Hours: The role requires working in shifts, including evenings, weekends, and holidays as necessary to provide 24/7 customer support. The standard working week is 40 hours, but flexibility is required to meet business needs.

📝 Enhancement Note: The salary range provided is an estimate based on market research and regional salary standards. Actual compensation may vary depending on individual qualifications, experience, and other factors. LSEG offers a range of tailored benefits and support to attract and retain top talent in the customer support field.

🎯 Team & Company Context

🏢 Company Culture

Industry: LSEG is a leading global financial markets infrastructure and data provider, operating in a dynamic and competitive industry.

Company Size: LSEG is a large organization with over 25,000 employees across 65 countries, providing a diverse and collaborative work environment.

Founded: LSEG was founded in 1698 and has a rich history in the financial services industry, with a strong commitment to driving financial stability, empowering economies, and enabling customers to create sustainable growth.

Team Structure:

• The Customer Support team is part of the broader LSEG organization, working closely with various departments, including sales, engineering, and product teams.
• The team is structured to provide 24/7 support to customers, with shift-based working arrangements to ensure continuous coverage.

Development Methodology:

• LSEG follows Agile methodologies for project management and continuous improvement, fostering a collaborative and iterative approach to problem-solving.
• The Customer Support team uses Salesforce as the primary CRM system for tracking and managing customer issues, with a focus on efficient issue resolution and high customer satisfaction.

Company Website: https://www.lseg.com/

📝 Enhancement Note: LSEG's commitment to driving financial stability, empowering economies, and enabling sustainable growth provides an exciting and challenging environment for customer support professionals. The large, diverse team offers ample opportunities for collaboration and career development.

📈 Career & Growth Analysis

Customer Support Career Level: This role is at the mid-senior level, with a focus on providing expert customer support and driving continuous improvement in customer service processes.

Reporting Structure: The Senior Analyst reports directly to the Team Leader or Manager, with a matrixed reporting line to other support teams, sales, engineering, and resolver groups as necessary.

Technical Impact: The Senior Analyst has a significant impact on customer satisfaction and service quality, contributing to LSEG's overall business success by ensuring that customers receive timely, effective, and courteous support.

Growth Opportunities:

• Career Progression: With experience and strong performance, there are opportunities to progress to Team Leader or Manager roles, or to move into other areas of the business, such as sales, product management, or customer experience.
• Skill Development: LSEG offers training and development opportunities to help employees build their skills and advance their careers in customer support or related fields.
• Leadership Development: The Senior Analyst role provides opportunities to develop leadership skills, such as team management, project management, and stakeholder communication.

📝 Enhancement Note: LSEG offers a range of career development opportunities for customer support professionals, with a focus on driving continuous improvement and enabling sustainable growth. Strong performance in this role can lead to progression into team leadership, other areas of the business, or related fields.

🌐 Work Environment

Office Type: LSEG operates a modern, collaborative office environment, with a focus on employee well-being and work-life balance.

Office Location(s): The role is based in the Philippines, with the primary office location in Taguig City, CitiPlaza.

Workspace Context:

• The Customer Support team works in an open-plan office environment, with dedicated workspaces and shared resources.
• The team uses various tools and technologies to manage customer interactions, track issues, and collaborate with other departments, including Salesforce, Microsoft Office Suite, and other proprietary systems.
• LSEG fosters a collaborative and inclusive work environment, with a strong focus on diversity, equity, and inclusion.

Work Schedule: The role requires working in shifts, including evenings, weekends, and holidays as necessary to provide 24/7 customer support. The standard working week is 40 hours, but flexibility is required to meet business needs.

📝 Enhancement Note: LSEG's modern, collaborative office environment provides an engaging and supportive workspace for customer support professionals. The company's focus on employee well-being and work-life balance helps to create a positive and productive work environment.

📄 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. Behavioral Interview: A structured interview focusing on problem-solving, customer service, and teamwork skills, using the STAR method (Situation, Task, Action, Result).
3. Role-Play Scenario: A role-play exercise to assess customer interaction skills, problem-solving abilities, and the ability to remain calm under pressure.
4. Final Interview: A final interview with the hiring manager or team leader to discuss the role, the team, and career development opportunities.

Portfolio Review Tips (N/A for this role): As this role focuses on customer support rather than web development or server administration, portfolio review tips are not applicable.

Technical Challenge Preparation (N/A for this role): As this role focuses on customer support rather than web development or server administration, technical challenge preparation is not applicable.

ATS Keywords: Customer Support, Customer Service, Customer Interaction, Issue Resolution, Problem-Solving, Communication Skills, Analytical Skills, Teamwork, Customer Satisfaction, CRM, Salesforce, Agile, Customer Experience.

📝 Enhancement Note: LSEG's interview process is designed to assess the key skills and qualities required for success in the Senior Analyst role, with a focus on customer service, problem-solving, and teamwork. The role-play scenario provides an opportunity to demonstrate customer interaction skills and the ability to remain calm under pressure.

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

As this role focuses on customer support rather than web development or server administration, technology stack and web infrastructure information are not applicable.

👥 Team Culture & Values

Customer Support Values:

• Integrity: Uphold the highest ethical standards in all customer interactions, ensuring fairness, honesty, and transparency.
• Partnership: Collaborate effectively with customers, colleagues, and other departments to drive customer satisfaction and business success.
• Excellence: Strive for continuous improvement in customer service processes, seeking innovative solutions to enhance the customer experience.
• Change: Embrace change and adapt to new technologies, processes, and customer needs to drive sustainable growth and improvement.

Collaboration Style:

• Cross-Functional Integration: Work closely with other departments, including sales, engineering, and product teams, to resolve complex customer issues and drive continuous improvement in customer service processes.
• Code Review Culture: While not applicable to this role, LSEG fosters a culture of continuous improvement and learning, with a focus on knowledge sharing and peer-to-peer support.
• Knowledge Sharing: Encourage knowledge sharing and mentoring to build skills and drive career development within the Customer Support team.

📝 Enhancement Note: LSEG's customer support values and collaboration style foster a positive and productive work environment, with a strong focus on customer satisfaction, continuous improvement, and sustainable growth.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• High Volume of Customer Interactions: Manage a high volume of customer enquiries, ensuring timely and effective resolution while maintaining a positive and professional demeanor.
• Complex Customer Issues: Resolve complex customer issues, requiring strong problem-solving skills, attention to detail, and the ability to think critically and creatively.
• Recurring Problems and Process Improvement: Identify recurring problems and inferior processes, driving continuous improvement in customer service processes and enhancing the customer experience.

Learning & Development Opportunities:

• Customer Support Training: Develop expertise in LSEG's product suite, with a focus on Investment and Wealth Management Workflows Support.
• Soft Skills Development: Enhance communication, problem-solving, and teamwork skills through on-the-job training, workshops, and mentoring programs.
• Leadership Development: Build leadership skills, with opportunities to manage teams, drive process improvement, and contribute to strategic decision-making.

📝 Enhancement Note: LSEG offers a range of learning and development opportunities for customer support professionals, with a focus on driving continuous improvement, enhancing customer satisfaction, and enabling sustainable growth.

💡 Interview Preparation

Technical Questions:

• Customer Interaction Skills: Describe a challenging customer interaction and how you handled it, demonstrating strong communication skills, problem-solving abilities, and the ability to remain calm under pressure.
• Problem-Solving Skills: Walk through a complex customer issue you've resolved, explaining your approach, the steps you took, and the outcome.
• Teamwork Skills: Discuss a time when you worked collaboratively with colleagues or other departments to resolve a complex customer issue, highlighting your communication skills, active listening, and ability to influence and persuade others.

Company & Culture Questions:

• Customer Support Culture: Explain why you are interested in working in customer support and how you align with LSEG's customer support values and culture.
• Customer Experience: Describe your understanding of customer experience and how you would contribute to enhancing LSEG's customer support processes and driving continuous improvement.
• Customer Empathy: Share an example of a time when you demonstrated strong customer empathy, understanding their needs, and going above and beyond to resolve their issue.

Portfolio Presentation Strategy (N/A for this role): As this role focuses on customer support rather than web development or server administration, a portfolio presentation strategy is not applicable.

📝 Enhancement Note: LSEG's interview process is designed to assess the key skills and qualities required for success in the Senior Analyst role, with a focus on customer service, problem-solving, and teamwork. The role-play scenario provides an opportunity to demonstrate customer interaction skills and the ability to remain calm under pressure.

📌 Application Steps

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

1. Submit Your Application: Click on the "Apply" button on the job listing and follow the prompts to submit your resume, cover letter, and any other required documents.
2. Prepare for Phone/Video Screen: Review the job description and be ready to discuss your customer service experience, problem-solving skills, and cultural fit with LSEG.
3. Research LSEG: Familiarize yourself with LSEG's products, services, and customer support processes to demonstrate your understanding of the role and the company.
4. Practice Role-Play Scenarios: Prepare for role-play exercises by practicing common customer service scenarios and honing your problem-solving skills, communication abilities, and customer empathy.
5. Prepare for Final Interview: Reflect on your customer support experience, achievements, and career aspirations, and be ready to discuss your fit with LSEG's customer support team and career development opportunities.

⚠️ 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.