Deliver high-quality customer service by efficiently handling inquiries across multiple channels—including phone, email, and chat. Ensure each interaction is resolved with professionalism, empathy, and a customer-first mindset to enhance satisfaction and build lasting relationships.
About the Role:
In this opportunity as Customer Service Representative, you will:
- 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.
About You:
You’re a fit for the role of Customer Service Representative, if you have the following required qualifications:
- A bachelor's degree holder
- Excellent verbal and written communication skills in English
- Comfortable using computers, CRM systems, and communication platforms (e.g., email, chat, phone systems).
- Ability to remain calm and professional, especially in challenging situations.
- Capable of handling multiple tasks or conversations at once while maintaining accuracy and quality.
- Works well in a team-oriented environment and collaborates effectively with colleagues.
- Robust organizational skills and the ability to manage time efficiently in a fast-paced setting.