Customer Service Specialist

4 days ago

Metro Manila, Philippines THOMSON REUTERS CORP PTE LTD - PHILIPPINE BRANCH Full time

Customer Service Specialist, Customer Service and Support

General customer service activities. Handle customer inquiries via phone, email, chat, etc Provide service in an efficient, courteous, professional manner.

 

About the Role
In this opportunity as Customer Service Specialist II, you will:

Respond to incoming calls and email cases, providing accurate and timely answers and forward resolution for highly complex issues and requestsActs with urgency and takes ownership of issues, driving for complete resolution and follow throughProvides support primarily to Sales and Client Management organizationBackup support for other teams, including frontline, as neededManages multiple priorities and works professionally with other departments and business units to drive resolutionPerforms research and analysis while ensuring adherence to policies and procedures in resolving customer issuesInterprets customer issues and assesses downstream impact to mitigate any recurring issues.


About You
You're a fit for the role of Customer Service Specialist if your background includes:

3 years CSR experience (minimum)Effective analytical and decision-making skillsEffective knowledge of Thomson Reuters Legal products and servicesExcellent verbal and written communication skills required with the ability to interact professionally with internal and external customersHigh motivation required with the ability to meet scheduled deadlines in a fast-paced, service-driven environmentStrong organizational, problem solving, and time management skills requiredWorking knowledge of computer systems, including but not limited to Microsoft Office productsAbility to identify solutions, not just problems and drive related process improvements to reduce or eliminate customer friction.

#LI-JC2

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 connectedWellbeing: 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.

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