senior editorial Helpdesk analystThomson Reuters

Senior EditoriHelpdesk Analyst, Reuters Technology
This role has great influence on customer satisfaction. Handles customer inquiries via phone, email or chat regarding Editorial request. This includes keeping a clear and active focus on inquiry resolution and ensuring that all the necessary action is taken to resolve a customer's inquiry. Provide service in a professional and courteous manner. This role may be the point of contact for escalated and more complex issues on product functionality. May respond to inquiries regarding a specific or more complex product (e.g number of products, complex technologies) or a specific customer (customer size, higher revenue tied to customer, etc.) Training and Coaching new team members on processes and procedures. Come up with process improvement ideas and best practices to streamline the process and customer experience
About the role:
Provide 1st Level/Editorial and Frontline support via chat, contact us, and phone support origins for Reuters customers regarding editorial inquiry and technical incidents, feedback inquiry, and various other customer service related inquires.
Engage in proactive service activities based on service and customer trends and alerting.
Manage high-severity incident swarming and communication for hot topics and high severity cases.
Work with resolution teams on major, elusive, or reoccurring issues that affect customer satisfaction.
Ensures that service and quality targets are met and adhere to agreed Service Level Agreement.
May provide quality analysis and reporting to aid leadership in understanding performance drivers and critical issues affecting service delivery.
Expedites service and repairs and manages escalation complaints.
About you:
Bachelor's degree required with equivalent work experience; Journalism and/or Mass Communication is a plus.
Fluency in English speaking, reading, and writing; additional language skills beyond English are a plus.
Good understanding of the customer, customer needs and priorities.
Communicates information clearly, asks questions and checks for understanding.
Amenable to work in any shifting schedule (Morning, Mid shift & Night shift)
Familiar with Salesforce tools, Outlook, Office 365, and Power BI.
At least to 2 years of Helpdesk Experience.
What's in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:
Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected
Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.
Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should - we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
#LI-JC2
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 26,000 employees across more than 70 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.
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Thomson Reuters

Taguig City, Metro Manila
Permanent
Full-time