Province: New South Wales
Description:
Organization Overview
* *
*ThomsonReuters*is the world’s leading source of intelligent information for business and professionals.*ThomsonReuters*combines industry expertise with innovative technology to deliver critical information to leading decision makers in the financial, media, tax, accounting and science markets.*ThomsonReuters*is powered by one of the world’s largest news organizations.*ThomsonReuters*is listed on the NYSE.
* *
Position Summary
* The Customer Administration Specialist is a local support contact for sales teams, providing responsive assistance and coaching in using new tools and processes as a result of Genesis
* The Customer Administration Specialist helps to onboard customers onto new methods of working, ensuring they understand the changes, what benefits these offer, and what support resources are available for them
* CAS is responsible for representing the Customer Administration (CA) department to our clients, supporting and working with numerous inte
al departments and ensuring customer satisfaction.
Key Responsibilities
*
*
*Inte
al Support :*
* Offer assistance and guidance for GTM teams on use of Genesis tools and processes. Note : The Genesis CAS is not expected to perform tasks on behalf of GTM
* Answer general questions regarding the changes in workflow
* Assist in knowledge building for local GTM users, for new joiners, or for a new country launch, or as a recap for existing users (the assumption will be that GTM users have completed the full basic TRUST/Genesis training). This would typically take the form of 1 on 1 coaching, or a small group demo.
* Share details of support materials and user guides
* Provide initial assistance with issues encountered, to determine whether the issue is due to lack of knowledge or due to system error
* For technical issues, details should be passed to the Customer Connect team to raise a CASE ticket
* If necessary, liaise with Customer Connect team for updates/escalations on technical issues raised
* Feed back to program team on common issues faced or gaps in knowledge amongst the sales team, and/or suggest areas for improvement
*Exte
al Support :*
* Proactive engagement with customers on new administrative capabilities such as enhancement to MyAccount, License Management, Access Statements
* Reinforcement of self-serve behavior and promotion of available materials and elea
ing
* If necessary, liaise with Customer Connect team for updates/escalations on technical issues raised by the customer
Professional Skills & Competencies
* Excellent English and Korean speaking language skill
* Customer Service Relationship Building
* Interpersonal & Communication Skills
* Query Monitoring & Resolution
* /Order mgmt experience (desired)/
* /Sales order processes and TRUST usage (desired)/
* *
At Thomson Reuters, we believe what we do matters. We are passionate about our
work, inspired by the impact it has on our business and our customers. As a
team, we believe in winning as one – collaborating to reach shared goals, and
developing through challenging and meaningful experiences. With over 60,000
employees in more than 100 countries, we work flexibly across boundaries and
realize innovations that help shape industries around the world. Making this
happen is a dynamic, evolving process, and we count on each employee to be a
catalyst in driving our performance – and their own.
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 country or local
law. Thomson Reuters is proud to be an Equal Employment
Opportunity/Affirmative Action Employer providing a drug-free workplace.
Intrigued by a challenge as large and fascinating as the world itself? Come
join us.
To lea
more about what we offer, please visit
More information about Thomson Reuters can be found on
Job: Customer Service & Support Family Group*
Organization: Finance – F&R; – Customer Administration*
Title: Customer Administration Specialist – Genesis (Korean Speaking)
Location: Australia-New South Wales-Pyrmont-AUS-Pyrmont-19 Harris St
Requisition ID: 16000278
APPLY NOW