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Customer Helpline Representative

Thomson Reuters Customer Service & Support 2/27/2018 1:52:59 PM Toronto, ON Canada
Job Description

Date Posted: February 27, 2018

Department: Customer Experience, Learning & Support

Location: 2075 Kennedy Road - Toronto

Customer Helpline Representative

(Four, 1-year contract positions)


To offer customers support to meet all their needs. These needs include setting up contacts, order processing, providing product information, online entitlement and transferring calls to the correct department.

This position is responsible for:

  • handling incoming calls that come in through our order desk and the customer support queues;
  • taking full ownership of requests (phone/email) through to final resolution (including pulling in other individuals and teams as required to help resolve);
  • processing orders for products managed through our legacy back office system (primarily print related products, and handling off orders for digital services to the dedicated order management team;
  • ensuring that all required information is available & correct before processing & releasing;
  • processing credits and cancellations for select products as trained;
  • ensuring every effort is made to retain customers and subscriptions when cancellations are requested;
  • adding or modifying digital product contacts to ensure we have accurate customer records in our primary back office database;
  • modifying subscription records to ensure correct information such as discounts special handling and expiry dates are consistent and accurate in the back office;
  • actively looking for sales lead opportunities and following the established process for handing these off to Sales;
  • actively promoting MyAccount during all incoming customer calls;
  • addressing customer requests within our targeted 24-hour response rate;
  • providing entitlement to eligible users of our digital services; and
  • other duties as required.

You will be a strong team player and will possess:

  • a post secondary education or equivalent work experience;
  • 2 to 3 years previous experience in a customer service role preferably in a call center environment;
  • excellent command of the English language;
  • the ability to produce high standards of quality and accuracy;
  • the ability to get along with a wide variety of people from across the organization;
  • excellent organizational and time management skills;
  • the ability to multi-task;
  • sufficient patience to do work of a repetitive nature;
  • a must have drive to get things done right, on time and accurately;
  • the ability to work at a faster-than-average pace;
  • strong interpersonal skills; and
  • knowledge and proficiency with technology tools, such as Microsoft Office.

Previous experience with SAP and Bilingual English/French language skills will be considered an asset.

Thomson Reuters offers an environment that is both challenging and supportive, and we are proud to have been named one of Canada’s Top 100 Employers from 2009 – 2018, a Best Workplace from 2006 – 2017, and a Great Place to Work for Women in 2015 and 2017. We consider work from home arrangements for people with a disability or specific accessibility needs. If requested, accommodation will be provided throughout the recruitment and assessment process.

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

Req #: JREQ100273
Locations: Toronto-Ontario-Canada
Job Function: Customer Service & Support
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