Senior Customer Service Representative
Thomson Reuters
Lagunilla de Heredia, Costa Rica
hace 3 días

Job Summary :

  • General customer service activities.
  • Handle customer inquiries via phone, email, chat, etc.
  • Provide service in an efficient, courteous, professional manner.
  • Responsibilities :

  • 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
  • May assist field representatives in account maintenance.
  • Log and classify al calls and request for assistance in the call tracking database.
  • Filter and escalate inquiries as appropriate.
  • Apply active listening skills to diffuse a potentially tense customer interaction.
  • May include some order processing duties.
  • Scope and Impact :

  • Works on inquiries moderate in scope based on the needs of a specific customer or a more complex
  • set of products.

  • Has daily interaction with customers and plays a pivot role in maintaining a positive customer
  • This is critical to ensure no negative customer experience occurs, which may have a potential
  • negative impact on revenue, customer satisfaction and retention.

    Relationships : Internal / External :

  • External : Maintains positive customer relationships as the frontline contact with customers. Ensures
  • the company is represented consistent with the Thomson Reuters brand and values.

  • Internal : works cross-departmentally as necessary (e.g. sales, technical support, etc.)
  • Required Skills & Experience :

  • Experienced in Tax & Accounting Products.
  • Strong English language skills, both written and verbal.
  • Analytical and decision-making skills.
  • Strong customer service skills within fast-paced, high volume environment.
  • Ability to work through customer conflict and provide resolution.
  • Judgment is required to determine resolution (no scripting is utilized).
  • Active listening skills to be used to interpret a customer's inquiry and to diffuse a potentially tense
  • customer situation.

  • Ability to handle multiple tasks.
  • Significant customer service experience required, some call center experience preferred.
  • Keen interest in partnering and building relationships.
  • Excited about innovation.
  • Certifications / Education :

  • Secondary education (high school diploma or equivalent) required.
  • University education preferred (or equivalent work experience)
  • Professional Experience, Strategic Planning & Decision Making :

  • Significant customer service experience required, some call center experience preferred.
  • Behavioral Competencies :

  • Focusing on Customers
  • Collaborating across Boundaries
  • Thinking Globally
  • 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 more than 25,000 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 applicable law.

    Thomson Reuters is proud to be an Equal Employment Opportunity / Affirmative Action 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.

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