Senior Analyst – Multilingual Customer Support

LSEG Business Services RM; Kuala Lumpur; Híbrido; MYR 52.000 - 78.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Office in Kuala Lumpur

Descripción de la vacante

London Stock Exchange Group (LSEG) seeks an Associate in Malaysia (KL) for Indo-Malay language support. The role delivers 24/7 entry point support for Workspace, DataScope, FX Trading and other LSEG products via phone, chat, and email, covering usability, content search, and restoration tasks.

You will resolve enquiries with a client-centric approach, log requests in CRM, and coordinate with product, engineering, and resolver groups.

Formación

• Business level fluency in English, Indonesian and Malay (written and spoken).
• Independently identifies, investigates, and resolves user issues with LSEG data and applications.
• Customer service or contact centre experience is preferred; financial or IT industry experience is an advantage.
• Knowledge of desktop SaaS offerings is an advantage.
• Detail oriented with strong information probing skills.
• Strong analytical and problem-solving skills; ability to develop effective solutions.
• University qualification in finance, business, or related field.
• Ability to communicate effectively in English and other required languages.

Responsabilidades

• Respond to customer enquiries about markets, product functionality and faults via Phone, Chat, or Email (Indonesian, Malay, and English).
• Log and classify all calls and requests in the CRM system.
• Filter and handover enquiries to appropriate department when needed.
• Handle resolution process for data and application related issues for specific products/markets/content.
• Provide status updates to customers and escalate as necessary if not resolved on first contact.
• Follow procedures to respond to outages and inform customers accordingly.
• Escalate widespread issues to team leaders and resolver groups.
• Identify recurring problems and suggest process improvements.
• Take on additional projects to improve team performance.

Conocimientos

Fluent English

Indonesian language

Malay language

Problem solving

Analytical skills

Customer service

Communication

Educación

Finance/Business degree

Descripción del empleo

London Stock Exchange Group (LSEG) seeks an Associate in Malaysia (KL) for Indo-Malay language support. The role delivers 24/7 entry point support for Workspace, DataScope, FX Trading and other LSEG products via phone, chat, and email, covering usability, content search, and restoration tasks.

You will resolve enquiries with a client-centric approach, log requests in CRM, and coordinate with product, engineering, and resolver groups.