This role is responsible for providingeffective and courteous support to customers in relation to their ThomsonReuters’ product or service.
This includes active focus on enquiry resolution,a positive customer focused attitude at all times and ensuring that all thenecessary action is taken to resolve a customer’s enquiry.
Global Eikon Support team:
Successfulapplicants will be responsible for providing effective support tocustomers for our flagship product Thomson Reuters Eikon on Content andApplication issues across the globe .Analysts respond to writteninquiries via E-channel Queries raised through SIEBEL CRM, chat and Phone .This includes active focus on enquiry resolution working closely with groupswithin CCS , Content operations and application support .The role requires apositive customer focused attitude at all times ensuring that all the necessaryaction is taken to resolve a customer’s enquiry. Acts as customers advocatewithin TR and TR ambassador within client’s enterprise to promote and campaignfull utilization of application. Should be flexible with work timings,including rotational Shifts
o Respond to customers’ enquiriesrelating to information, product functionality and fault calls resolving asmany queries as possible on the first interaction.
o Logging and classifying all calls andrequests for assistance in the customer relationship management system(Siebel).
o Filter and escalate enquiriesrelating to other aspects of the Thomson Reuters business and handover to theappropriate department.
o Manage the resolution process forcustomers relating to data and applications for a particular product/s.
o Track enquiry resolution progress andproactively call customers with a status update or resolution if queries cannotbe resolved on initial interaction.
o Follow the appropriate procedures torespond to issues and update our customers when outages of a major natureoccur.
o Identify and escalate problemsaffecting a number of customers or influencing the timely resolution of onecustomer’s enquiry. This would include escalations to the team leader and othersupport, sales, engineering or resolver groups as appropriate.
o Recognize and escalate recurringproblems, inferior processes or outdated procedures.
o Accept additional projects or areasof responsibility that will improve the team’s performance.
o Proactively contribute to the TRCSteam and the achievement of its goals.
o Understanding of client needs. Focuson delivering results.
o Detail orientated with soundinformation probing skills.
o Well developed analytical skills withthe ability to problem solve and develop solutions.
o Experience in a customer service orcontact centre environment preferred. Previous experience in the financialmarkets desirable.
o Ability to communicate and engageeffectively both verbally and in writing in English and any other designatedlanguages with customers and colleagues.
o The ability to learn and becomeexperts in Thomson Reuters’ products and develop a sound understanding of thefinancial markets serviced.
o Willingness to undertake additionalprojects and responsibilities from time to time.
o Ability to learn new technologies andprinciples quickly and work in an environment that is continually changing andadopting new techniques and technologies.
o Flexibility with work times -including rotational shift work.
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.
Experience : 0 to 4 yrs
Salary : Not specified
Job Location : Bangalore
Qualification : Any Graduate
Company Name : The Thomson Corporation
Company Address : NA
Company Profile : Thomson Reuters is a global leader in providing essential information to the world”s businesses and professionals in Law, Financial Services, Tax & Accounting, Media & News, Healthcare and Scientific Research. With our deep expertise and understanding of these professions, we are able to offer our customers a broad range of innovative products and services. The relevent, insightful information and intuitive supporting systems we provide enable our customers to be successful. Thomson Reuters has operations in 93 countries around the globe.
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