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Customer Support Team Manager - Special Products

Thomson Reuters Customer Service & Support 1/9/2018 11:38:33 AM Manila, Philippines
Job Description


  • Manage a team of customer support executives to proactively respond and handle customer issues for  Special Products.
  • Coach staff to deliver superior customer service in line with global customer support guidelines
  • Maintain and improve the key performance measures of Special Products.
  • Improve first call resolution results and actively drive more resolution on the initial query
  • Assist the team in providing a memorable and positive customer experience
  • Work with  the team to reduce the volume and time of outstanding service requests and ensure staff understand and are adhering to procedures
  • Proactively contribute ideas to the F&R CS – Helpdesk management team
  • Recruitment and selection of staff in line with the GRF Competencies
  • Complete monthly call assessments and coaching targets for respective teams in line with Quality guidelines
  • Proactively manage performance and coach customer support executives
  • Participate in the performance management & review process facilitating the quarterly, mid-year and annual review process
  • Deliver key projects to improve customer service
  • Create a Learning culture environment by sharing knowledge with the F&R CS – Helpdesk team as a whole and championing learning initiatives

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 #: JREQ095903
Locations: Manila-Philippines
Job Function: Customer Service & Support
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