Senior Analyst - Customer Support

Customer Support Executive

Customer Support Executive is the entry point for customers in Japan seeking application and content support for Trading, Risk Management, Media and Wealth Management customers in Japan. The role is responsible for delivering world class service experience by prioritizing accessibility and connectivity to Refinitiv breadth of expertise. This includes keeping a clear and active focus on providing high-quality resolution and ensuring that all the vital action is taken to resolve customer's issues. It requires to develop and to maintain a soa provenerstanding of financial markets, risk management and Refinitiv products and data. The Customer Support Executive is growth minded great teammate with strong communication, multi tasking and service skill.

Role Responsibilities

• 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

Preferred Skills and Experience

• 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

Workstyle and Benefits

• Diverse environment
• English as primary language to work with internal partners
• Collaborative team culture
• Comprehensive 3 months onboarding program
• Shift Operation between 07:30am - 18:00pm (shift allowance)
• Hybrid working: 3 days in the office, 2 days at home

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

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone's race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.