Senior Frontline Support Analyst – Data & Apps

LSEG; Taguig; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Healthcare

Retirement planning

Paid volunteering days

Wellbeing initiatives

Job summary

The London Stock Exchange Group (LSEG) is seeking an Associate Frontline Support professional to join our Manila-based team. You will respond to customer inquiries, log interactions in the CRM, and escalate when necessary to resolve issues on first contact.

You will help manage data and application-related resolutions for Refinitiv products and services, track progress, and communicate status updates during outages.

Qualifications

• University degree or related discipline in information technology or equivalent qualifications.
• Experience in a customer service or contact center environment preferred.
• Knowledge of desktop SaaS offerings is an advantage.
• Ability to troubleshoot remotely on a desktop environment.
• Excellent written and spoken English.

Responsibilities

• Respond to customers’ enquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction.
• Logging and classifying all calls and requests for assistance in the customer relationship management system.
• Filter and escalate enquiries relating to other aspects of the Refinitiv business to the appropriate department.
• Manage the resolution process for customers relating to data and applications, and technical 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 procedures to respond to issues and update customers when outages occur.
• Escalate to team leaders and other support, sales, engineering, or resolver groups as appropriate.
• Ensure customer contacts are handled in line with the Refinitiv brand and values.
• Identify recurring problems and propose improvements.
• Take on additional projects to improve team performance.
• Contribute to the Frontline Support team and its goals.

Skills

Customer service

English proficiency

Problem solving

Remote troubleshooting

Data knowledge

Education

University degree

Tools

CRM system

Job description

The London Stock Exchange Group (LSEG) is seeking an Associate Frontline Support professional to join our Manila-based team. You will respond to customer inquiries, log interactions in the CRM, and escalate when necessary to resolve issues on first contact.

You will help manage data and application-related resolutions for Refinitiv products and services, track progress, and communicate status updates during outages.