Customer Service Representative (Day Shift)
Customer Service Representative – Operations Customer Service & Support
Are you a people-first problem-solver who thrives on turning complex customer challenges into seamless, positive experiences? If you're passionate about delivering exceptional service in a dynamic, globally recognized information and technology company, this could be the opportunity you've been looking for.
At Thomson Reuters, our Customer Service Representatives are at the heart of what we do — serving as trusted partners to our clients and ensuring they get the most out of our industry-leading products and services. You'll join a collaborative, growth-oriented team where your contributions directly shape the customer experience and drive meaningful outcomes for clients across a diverse market.
About the Role
In this opportunity as a Customer Service Representative, you will:
- Respond promptly and professionally to customer inquiries via phone, email, and chat, providing accurate and comprehensive information.
- Resolve customer issues and complaints efficiently and with empathy, maintaining a strong commitment to customer satisfaction.
- Educate customers on product features, benefits, and usage by leveraging solid and continuously developing product knowledge.
- Identify and escalate complex issues to the appropriate internal teams, while keeping customers informed throughout the resolution process.
- Maintain accurate and thorough records of all customer interactions and resolutions within the CRM system.
- Collaborate with team members to share insights and best practices, contributing to a positive and productive work environment.
- Proactively identify opportunities to improve the customer experience and streamline internal processes.
About You
You're a fit for the role of Customer Service Representative if you have the following required qualifications:
- Excellent verbal and written communication skills, with a strong emphasis on clarity, professionalism, and positive language.
- Demonstrated emotional intelligence and patience, particularly when navigating challenging or sensitive customer interactions.
- Strong persuasion and influencing skills, with the ability to guide customers toward positive outcomes.
- Proven ability to problem-solve collaboratively and take a proactive approach to issue resolution.
- Exceptional time management and organizational skills, with the ability to effectively prioritize competing tasks.
- A growth mindset with a genuine eagerness to learn new skills and adapt to evolving customer and business needs.
- Commitment to upholding company policies and procedures related to customer service standards and data privacy.
Additional preferred qualifications include:
- Previous experience in a customer service or client-facing role.
- Familiarity with CRM systems and digital communication tools.
- Solid existing knowledge of Thomson Reuters products or similar information services platforms.