Customer Service RepresentativeTHOMSON REUTERS CORP PTE LTD - PHILIPPINE BRANCH

Job Description
Position Overview
The Customer Support Executive is fully responsible for handling customer-facing responsibilities through phone-based and digital contact. Phone-based duties will primarily entail incoming/ outgoing calls and various other duties as assigned including heightened priority issue resolution. Digital-based duties will entail web messages and chat as needed. Customer-facing responsibilities involve multiple product functions with the expectation of an increased skill set for supported products within the first year of the job role.
Responsibilities
Respond to customer inquiries via phone, email and chat, etc.
May respond to inquiries regarding a specific or more complex product or a specific customer (based on customer size or revenue tied to customer)
Inquiries will vary but typically include address changes, account changes/updates, order status, product feedback, password assistance, billing inquiry, etc.
Ensure each customer contact is handled in a manner consistent with the Thomson Reuters brand and values to maintain customer satisfaction and retention.
Uses analysis along with policies and procedures to resolve customer issues. Interpret customer contract and assess downstream impact to mitigate any recurring issues.
Identify prospects for additional products and services; send leads to appropriate sales representatives.
May assist field representatives in account maintenance.
Log and classify al calls and request for assistance in the call tracking database.
Filter and escalate inquiries as appropriate.
Apply active listening skills to diffuse a potentially tense customer interaction.
May include some order processing duties.
Qualifications
Bachelor's degree in any course is required for this position
Minimum of 2 years of work experience preferred
Fresh graduates are welcome to apply
Broad understanding of customer service handling voice support in the Contact Center industry
Excellent English business communication and listening skills with the ability to interact at all levels of organization such as external/internal customers and senior management
Proven ability to multitask and adapt to change
Relentless enthusiasm for the job at hand, excellent customer and quality focus
Strong desire to help with a sense of urgency
Ability to collaborate in a global team setting
Willing to work on the night shift