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Job description / Role
The Thomson Reuters Customer Support Centre (in South Cyprus) is the high profile first point of contact for customers wanting help on any Thomson Reuters' products or services. The aim is to provide an efficient and effective place for customers to contact, where they can be assured that their technical queries will be answered promptly, accurately and professionally by telephone or electronically.
Responsibilities
- Provide first line technical support.
- Answer queries promptly, professionally and knowledgeably on the phone and via email.
- Maintain polite, professional attitude to all clients.
- Log all calls received on Siebel accurately, efficiently and completely.
- Provide timely updates to clients on existing queries.
- Manage and take ownership of the resolution process for all customer related issues.
- Ensure the provision of consistently reliable and professional service to Thomson Reuters' clients by utilizing in depth technical and product knowledge and diagnostic skills.
- Develop expertise in the tools and Thomson Reuters products that will lead to shorter resolution times.
- Escalate issues across business technical divisions expediting solutions to complex client queries and provide end to end ownership of client issues.
- Undertake proactive calling to ensure customer satisfaction levels.
- Proactively monitor team and make adjustments to meet optimum performance levels and advocate consistently maintained procedures.
- Achieve individual & team desk targets.
- This role encompasses interaction with a variety of departments and opportunity for progression within Thomson Reuters Customer Support.
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.
Requirements
- Strong Customer Service skills
- Strong communication skills
- Experience of supporting clients in a technical customer support or customer service role
- Expertise in technical support, development, QA or equivalent with knowledge in TCP/IP & LAN/WAN technologies, Windows Vista/7/8.0 workstations, Microsoft Office Suite and mobile platforms.
- Excellent knowledge of Internet technologies & troubleshooting tools
- Logical approach to problem solving
- Strong time management skills
- Ability to work under pressure with minimum supervision
- Motivated self-learner who keeps abreast of technical developments
- Excellent Team Player
- Some experience within Thomson Reuters or relevant industry experience would be a plus
- Good knowledge of financial markets desirable
- Self motivation and a high level of initiative
LANGUAGE SKILLS:
- Fluency in both English and Arabic is a requirement. The successful candidates should be able to communicate effectively in Arabic Language with clients in the Middle East.
About the Company
Refinitiv is one of the world’s largest providers of financial markets data and infrastructure, serving over 40,000 institutions in approximately 190 countries. We provide leading data and insights, trading platforms, and open data and technology platforms that connect a thriving global financial markets community - driving performance in trading, investment, wealth management, regulatory compliance, market data management, enterprise risk and fighting financial crime. We are new market pioneers with 167 years of confidence. Breaking new barriers. Enabling more responsible, transparent and connected financial markets. We redefine what data can do. Through an open ecosystem, a high-performance culture, analytics, insights and technology.
Be the breakthrough, activate your future and shape ours.