LSEG (London Stock Exchange Group)

Senior Analyst – Customer Support, Japanese

LSEG (London Stock Exchange Group)

full-time

Posted on:

Location Type: Hybrid

Location: Taguig City • Philippines

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Job Level

Senior

About the role

  • Provide first level support covering application usability & customization; content search, explanation & integrity for Trading and Wealth Management customers
  • Effective servicing of cases and strict adherence to case query handling procedures.
  • Follow the appropriate procedures to respond to complaints, critical issues and outages.
  • Maintain positive relationship to with customers to provide additional information, updates, and resolution to issues.
  • Meet all access targets across telephony, electronic and live chat channels.
  • Identify and refer problems affecting customers and influence the timely resolution of customers’ enquiry, including referrals.
  • This would include issue to Customer Support Team Manager and liaising with different parts of the organization as appropriate.
  • Build and maintain local and overseas relationships with other Frontline teams, Sophisticated Support, Workflow Specialists and other resolver groups across the organization to ensure appropriate resolutions are provided in a timely and accurate manner.
  • Recognize and call out recurring problems, areas and processes for improvement.
  • Develop deep markets and product specialization through Specialized Learning pathways to increase the value of service delivered to customers

Requirements

  • 1-3 years’ experience in a customer service or application support role.
  • Previous experience in the financial markets in front, middle and back office are desirable
  • Knowledge in Trading products and applications is a plus
  • Language - Japanese (Native), English (Business)
  • Well-developed analytical skills with the ability to resolve problems
  • Excellent customer service skills including active listening alongside focusing, and fully understanding our customer's needs
  • Team work skills to work in large team environment
  • Ability to learn and possess growth mindset
  • University Degree in Business, Economics or in Finance is a plus
Benefits
  • Comprehensive 3 months onboarding program
  • Shift allowance
  • Hybrid working: 3 days in the office, 2 days at home
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
application supporttrading productsfinancial marketsproblem resolutioncustomer service
Soft Skills
analytical skillsactive listeningteamworkgrowth mindsetcustomer relationship management
Certifications
University Degree in BusinessUniversity Degree in EconomicsUniversity Degree in Finance