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Premium Customer Consultant

Thomson Reuters Customer Service & Support 11/15/2017 4:11:34 AM Pyrmont, NSW Australia
Job Description

Our Premium Care Helpdesk is currently seeking a reliable, personable and proactive individual with a passion for customer service to cover a maternity leave contract.

This role will see you manage the delivery of the customer service experience to Premium Legal customers, support customer retention, and enhance Thomson Reuters brand values.

Reporting to the Team Leader, Premium Care you will be part of a team supporting our customers in both Australia & New Zealand. Your responsibilities will include:

  • Answering calls and emails in a timely manner
  • Taking full ownership of complex issues/enquiries through to resolution - Recognising sales lead or retention opportunities through your excellent questioning skills
  • Ensuring customer account information remains accurate and up-to-date - Identifying patterns in customer behavior and interaction, and sharing ideas to improving the experience

To be successful in this role you will demonstrate the following:

  • At least 2 years inbound call centre experience, including email correspondence - A passion for service excellence
  • Outstanding interpersonal and influencing skills
  • Strong attention to detail, critical thinking and problem solving that you have owned a customer issue through to its resolution
  • Experience working within a B2B or banking/finance call centre highly desired Tertiary qualifications in a business related discipline an advantage
  • SAP and experience preferred, but not essential
  • Willingness to take on additional tasks and flexibility to work additional hours/different shifts

Joining our Customer Care team you will have a passion for service excellence, achieve results under pressure and you'll enjoy working as part of a team. In return we offer a development opportunities, professional, supportive and friendly team environment with regular work-life balance activities.

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.

Intrigued by a challenge as large and fascinating as the world itself? Come join us.

To learn more about what we offer, please visit

More information about Thomson Reuters can be found on

Pyrmont-New South Wales-Australia
Req #: JREQ090618
Locations: Pyrmont-New South Wales-Australia
Job Function: Customer Service & Support
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