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Service Communications Specialist - L1

Thomson Reuters Customer Service & Support 4/6/2018 4:49:04 PM Bangalore, KA India
Job Description

Service Communications Team facilitates and produces real-time incident communications on key service issues affecting customers of Thomson Reuters. High quality customer communication during service incidents is a key service differentiator provided by Thomson Reuters, and thus the Service Communications Team plays a vital role in ensuring that communications published to customers are time-critical, concisely explain the incident, impact, recovery statuses and any actions resulting. The Service Communications Team has a global remit, and is engaged with all aspects of the Thomson Reuters Financial and Risk business.
Reporting to the Service Communications Team Manager, the Specialists perform a critical role managing the issuance and update of Service Alerts across the Thomson Reuters Financial and Risk business. The specialist will be responsible for producing quality service communications, including the management of Service Alerts on different tools.
The Global Service Communications team works 24/7 and shifts will follow a rotational pattern. Please note that given the criticality of Alerts and Customer Statements to customers, all members of the team, including management, would need to fulfill our Business Continuity and Disaster Recovery Plan which may require extended or unsocial working hours.

Key Responsibilities

  • Direct ownership of the creation, distribution, management and closure of real time Customer Service communications associated with service incidents.
  • Central point of contact for business functions e.g. Thomson Reuters Helpdesk, Technical Account Managers, Content Service Managers, relating to service incidents and their present status.
  • Facilitating communications between key operational groups e.g. 1st Level Technical Operations, Content Operations, and customer-facing and business teams on service-impacting incidents.
  • Providing representation on calls, responsible for written and spoken external communications.
  • Flexibility to work in night shifts and ability to work on weekends and holidays as scheduled would be a prerequisite.

Required Specialist Skills

  • Graduate/post-graduate with equivalent working experience preferably in the field of communications.
  • 1+ years total work experience preferably in a service environment.
  • Excellent written and verbal English (Mandatory)
  • Be a team player and be able to multitask in a extremely time sensitive environment
  • Ability to respond to situations with a great sense of urgency and customer focus.
  • Experience of working with financial data or core infrastructures and real-time market data knowledge would be an advantage.
  • Knowledge and familiarity of Incident management, Alerts and Notifications would be an advantage and basic proficiency with MS Office is required.

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 45,000 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.

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Req #: JREQ102262
Locations: Bangalore-India
Job Function: Customer Service & Support
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