Senior Analyst - Customer Support with Spanish

Job description

Role Overview The Customer Support Representative is responsible for handling customer inquiries through various communication channels, including phone, email, and live chat. This role requires delivering assistance in an efficient, courteous, and consistently professional manner while ensuring customer satisfaction. The position involves addressing a wide range of client needs, resolving issues of moderate complexity, and maintaining a high standard of service quality aligned with organizational expectations. Role Responsibilities and Key Accountabilities Respond to customer inquiries of moderate complexity through phone, email, and chat channels in a timely manner. Provide clear and accurate resolutions to client requests, including product explanations, functionality guidance, and general feedback support. Assist customers with account-related concerns such as password resets, billing inquiries, or service-related troubleshooting requests. Interpret customer needs carefully in order to resolve appropriate solutions and evaluate any potential downstream impacts on systems or services. Apply established company policies, procedures, and service guidelines consistently when resolving customer concerns or bringing up issues. Accurately log, categorize, and document all customer interactions, requests, and resolutions within the CRM system, such as Salesforce. Monitor the progress of inquiries and keep ownership of cases until resolution is completed or properly escalated. Proactively follow up with customers by providing updates, clarifications, or final resolutions when necessary to ensure satisfaction. Collaborate with internal teams when required to address complex issues and deliver comprehensive support solutions. Qualifications and Experience Limited prior experience in customer support or customer-facing roles, with a willingness to learn and develop new skills. Strong interpersonal skills in both written and spoken Spanish and English, enabling clear and professional customer interactions across channels. Ability to analyze customer needs and make informed decisions based on available information and established procedures. Preferred Qualifications Ongoing or completed university studies in Economics, Finance, Business Administration, or other related fields. Previous experience working in finance-related roles, customer support environments, or client-facing business functions. Basic knowledge or exposure to financial markets, products, or industry concepts that support customer inquiries optimally. Additional Skills and Competencies Strong attention to detail when documenting interactions and ensuring accuracy of customer records and case updates. Ability to manage time effectively, prioritize tasks appropriately, and handle multiple inquiries. Commitment to delivering a positive customer experience through professionalism, emotional intelligence, and customer-centric communication. Willingness to continuously learn about products, systems, and processes to improve service quality and performance. Career Stage: Associate Compensation Information: LSEG is committed to offering competitive Compensation and Benefits. The anticipated annual gross base salary for this position is between 79,000 zł - 118,600 zł. Please be aware base salary ranges may vary by geographic location. In addition to our offered base salary, this role is eligible for our Annual Bonus Plan (”bonus plan”). Target Bonus % will be commensurate with role level and posted career stage. Individual salary will be reflective of job-related knowledge, skills and equivalent experience. Benefits Information: LSEG roles (excluding internships) are typically eligible for inclusion in our LSEG Benefits program. To view the benefits available for the role you're applying for, please click here . This document provides a list of benefits by country. Simply click on the country where the role is based to view the relevant details. If you have specific questions or would like further details, these can be discussed during your interview. London Stock Exchange Group (LSEG) Information: Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you. 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. 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. You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering. LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives. Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject . If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.