Customer Service RepresentativeThomson Reuters

Respond to customer inquiries via phone, email and chat, etc.
Respond to more complex and/or specialized issues, resolving as many inquiries as possible on the
first call.
May provide first level escalation support to junior level staff on complex customer inquiries.
Uses analysis and judgment and exercises discretion in selecting methods and technique for
obtaining solutions.
Filter and escalate inquiries relating to other aspects of Thomson Reuters businesses (e.g. sales,
technology, business leads, etc.) as appropriate.
Track inquiry resolution progress and where appropriate, actively call customers with a status update
or resolution.
Solving complex issues may involve interpreting the needs of the customer, determining the solution
to the problem and assessing any downstream impact.
Has authority to offer customer refund or discount as needed or necessary within department
guidelines (e.g. subscription extension, password release).
Inquiries will vary but typically include address changes, account changes/updates, order status,
product feedback, password assistance, billing inquiry, etc.
Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.
We are powered by the talents of 25,000 employees across more than 75 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
Accessibility
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
Protect yourself from fraudulent job postings click here to know more.
More information about Thomson Reuters can be found on https://thomsonreuters.com.