The Customer Service Representative operates in a dynamic, customer-centric environment. This role involves managing both internal and external customer inquiries via phone, email and chat, delivering service with efficiency, courtesy, and professionalism.
About the Role:
In this opportunity as a 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.
Log and classify al calls and request for assistance in the call tracking database.
About You:
You’re a fit for the role of Customer Service Specialist, if you have the following required qualifications:
Address account maintenance, billing inquiries, contract discrepancies, and overall account reconciliation.
Manage multiple priorities and meet deadlines.
Resolve complex issues independently and seek guidance when necessary.
Stay updated on new technology developments and provide high-level technical support.
Communicate effectively with internal and external stakeholders at various seniority levels.
Collaborate with other teams to ensure consistent and accurate customer information.
Identify operational improvement areas, review customer feedback, and manage identified risks.
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What’s in it For You?
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.
Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
Making a Real-World Impact: We are one of the few companies globally 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.
About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.
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. 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.
As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business 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 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. More information on requesting an accommodation here .
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More information about Thomson Reuters can be found on thomsonreuters.com.
