*Experience: 5 to 7 yrs*
*Location:Bangalore*
*Role Purpose*
What is the primary purpose of this role ? How does it contribute to the achievement of overall
business objectives?
This role has great influence on customer satisfaction.
Handles customer inquiries via phone, email or chat regarding technical issues with software,
hardware, online or electronic products.
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.
*Responsibilities*
What are the primary responsibilities and accountabilities of this role?
Respond to customers' inquiries relating to technical issues with software, online or electronic
products where a variety of issues that are more complex and/or specialized in scope apply. Log and
classify all calls and requests for assistance in the call tracking database
May provide escalation support to junior level staff on complex technical escalations.
Use analysis and judgment and exercises discretion in selecting methods and technique for
obtaining solutions.
Filter and escalate inquiries relating to other aspects of the Thomson Reuters business (e.g.
technology, product development, etc.) as appropriate.
Track inquiry resolution progress and where appropriate proactively call customers with a status
update or resolution.
Follow the appropriate company policy and procedures to respond to more complex and/or
specialized issues, resolving as many queries as possible on the first call. Solving a complex issue
may involve interpreting the needs of the customer, determining the solution to the problem, and
assessing any downstream impact.
Has authority to offer customer refund or discount as needed or necessary within department
guidelines (e.g. subscription extension, password release).
Assist new team members in learning the processes and procedures required to deliver excellent
customer service. May develop and facilitate training programs.
Inform team on product development updates and integration as necessary.
May act as a subject matter expert.
May provide work direction to resolve an escalated customer inquiry.
May coach and developer junior staff on job specific tasks and processes.
May provide feedback to team managers on specific employee performance or concern.
May act as an overall product contact and informs department of changes and necessary information
to properly support a specific product line.
*Scope and Impact*
Describe financial responsibilities (eg budget, revenue, OI, gross sales etc). What is the business
impact and geographic scope of role? Detail people management responsibilities? (include typical
team size).
Works on problems where a solution requires a full knowledge of company products and process.
Has daily interaction with customers, many times in an escalated situation that plays a pivotal role in
maintaining a positive customer experience. This is critical to ensure no negative customer
experience occurs, which may have a negative impact on revenue, customer satisfaction and
retention.
May provide coaching to junior staff on specific customer issues or products.
Technical / Professional Skills & Competencies
What are the critical skills that a successful incumbent would possess: e.g. fluent in German,
expert at unbiased writing, expert decision maker, working knowledge of risk management, basic
awareness of investment banking, expert at mitigating conflict.
Ability to gain a deep understanding of Thomson Reuters products and understanding of the markets
they serve.
The ability and the desire to continue to expand their knowledge of Thomson Reuters products to a high level in the designated product and market specialty arena.
Experience in a customer services or contact center environment required.
Must have the technical aptitude to learn, apply and solve technological solutions and/or challenges.
Ability to communicate effectively both verbally and in writing with customers and colleagues with all
levels of technical and non-technical skill sets in a professional manner under all circumstances
Critical-thinking and problem-solving skills.
The ability to handle a heavy and challenging workload in a fast-paced environment.
Strong product knowledge of a specific set of products or broad knowledge for a specific set of
customers.
ARABIC and/or JAPANESE speaking candidate a plus!
*Certifications / Education*
Describe any licenses, certifications or educational experiences that are either required or helpful
in performing the role. Designate when required.
Post-secondary education required.
*Professional Experience*
Highlight the 3 or 4 key experiences that a successful incumbent would typically possess?
Experience in a customer support or desktop design role, with knowledge of the technical discipline
and work processes.
Demonstrated ability to resolve complex customer inquiries.
Behavioral Competencies
What are the critical competencies that a successful incumbent would possess?
Focusing on Customers
Collaborating across Boundaries
Thinking Globally
We are the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. We deliver this must-have insight to the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world's most trusted news organization.
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 learn more about what we offer, please visit careers.thomsonreuters.com.
More information about Thomson Reuters can be found on thomsonreuters.com.
**Job:** **Customer Service & Support Family Group*
**Organization:** **F&R Risk Compliance Management*
**Title:** *Senior Training Operations Executive*
**Location:** *India-Karnataka-Bangalore-IND-BLR-Divyasree Technopolis*
**Requisition ID:** *JREQ043593*