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Customer Support Executive

Reference
JREQ086348
Contract Type
Fixed Term
Sector
Customer Service
Location
West Yorkshire
Salary
Competitive
Expiry Date
06/09/2017
The Customer Support Executive is responsible for delivering superior customer experience through the resolution of all inbound customer account queries.

Job Description

Description
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 and media markets, powered by the world's most trusted news organization.
Business Unit: Legal UKI


Our Legal organisation focuses on connecting our customers’ businesses to the ever-changing legal and regulatory environment. We provide critical online and print information, decision support tools, software and services to lawyers who practice in law firms, in corporate legal departments and in the public sector. We are a growing business in the UK, especially since the acquisition of Practical Law Company in March 2013 and we are very excited about the next stage in our growth and how you can play a part in it. 

Position Title: Customer Support Executive

Position Type: 12 month contract

Role Purpose/ Summary:
The Customer Support Executive is responsible for delivering superior customer experience through the resolution of all inbound customer account queries. The Customer Support Executive uses their extensive knowledge of a customer’s business and requirements to enhance the overall experience of the customer, resolving queries in an efficient, courteous and professional manner.

Major Responsibilities / Accountabilities: 
 

  • Daily interaction with customers via phone and email communication across a range of issues 
  • Proactively provides solutions to customer queries and problems, applying expertise of products, services and the customer’s account history to maximum customer satisfaction
  • Maintains ownership of queries to their conclusion, effectively managing hand-offs with Finance Operations as necessary and keeping the customer proactively informed of progress through to query conclusion
  • Works with Sales Operations colleagues to divert customer queries relating to potential leads or x/upsell-opportunities
  • Advises customers of service enhancements, forthcoming new product information and special promotions both ongoing and as part of specific targeted campaigns to ensure the customer is fully informed at all times
  • Accountable for meeting and maintaining standards of quality and productivity for all customer queries including meeting agreed KPIs and SLAs 
  • Ensures that Sales Operations colleagues and Sales Account Managers are informed of potential problems, issues and opportunities to maximise segment-team effectiveness
  • Handles customer queries in an efficient, timely and professional manner that is consistent with the Thomson Reuters brand and values to maintain customer satisfaction and retention
  • Identifies opportunities to improve the customer experience

 

Qualifications
Experience: 

  • Solid experience in a customer service, sales support role, or dedicated support role 
  • Systems knowledge – Microsoft office products, experience of SAP an advantage
  • Knowledge of Thomson Reuters’ products & services and customer base an advantage
  • Experience of working with internal and external customers desirable

 

Competencies and Skills

Understanding our offering in the workplace:

  • Advanced product and service knowledge in order to meet customer requirements

Insight and Analytical Thinking:

  • Logical Thinking
  • Information Seeking
  • Strong organisational, problem solving and time management skills

Drive:

  • Quality Focus
  • Results Orientation
  • Customer Focus

Working with Others:

  • Ability to support other team member and share critical knowledge and information
  • Intention to work co-operatively with others both within the team and the wider organisation
  • Ability and confidence to proactively engage with internal and external customers via all contact methods

Personal Effectiveness:

  • Self Confidence
  • Adaptability
  • Proactive ‘can do’

Skills:

  • Numeracy
  • Using technology
  • Strong written and oral communication skills

Desired Skills and Experience:

  • Knowledge of Thomson Reuters products and services
  • Experience working in a global matrix environment

Education/ Certifications Required: 

  • A minimum of 6 GCSE’s including English & Mathematics at grade C or above (GCSE or equivalent) or A level standard
  • Educated to degree level desirable

NB: Flexible working options will be considered as part of this application. E.g. Job shares

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