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Product Specialist

Thomson Reuters Customer Service & Support 11/16/2017 5:04:11 AM Bangalore, KA India
Job Description

Description:   

The Customer Service Specialists focus on providing Specialist Product and Content (Search and Explanation) support to our customers in addition to our Front line Help Desk staff, acting as a point of reference and actively looking to engage with customers where possible. Key requirements of the role are to deliver exceptional levels of service through skills and knowledge associated with our Products, our content as well as the Financial Markets. The ability to communicate clearly, articulately and with confidence to share this knowledge with our colleagues and clients is critical to this role.

Key Highlights :

Specialization within an asset class will give the chosen candidate the opportunity to gain expertise in all areas relevant to the content and the product (Eikon). - The candidate will be expected to use this knowledge and resources at his/her disposal to ensure the best level of service to our customers. -  Additionally the chosen candidate will be expected to maintain strong stake holder relationships to address customer concerns in a timely manner.

Essential Responsibilities :

  • Take full ownership  of complex content (Search and Explanation) and product issues to resolve directly with customers.
  • Transfer Content and market knowledge to the Thomson Reuters Customer Support Executives.
  • Contribute to our internal knowledge base and champion the use of this knowledge database. Continuously enhance personal and business competencies to deliver higher levels of customer satisfaction.
  • Build an extensive network throughout the company to facilitate quick and effective resolution of customer queries.
  • Manages and takes ownership of the resolution process for all customer Trading content related issues. Discuss complex resolutions on telephone and written communications regarding customer inquiries.
  • Analyzes problems with content and recommends corrective action.
  • Maintains log of problems so that recurring problems can be reported to product development/content operations.
  • Identifies process inconsistencies and drives service improvements.
  • Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.
  • Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.

Qualifications - Post-Graduate level education with finance/business/economic degree. Internal TR certification (GCP)

Essential Skills:

  • 4-6 year professional experience in the Financial Markets or in a customer services role.
  • Fluent in Spoken and Written English.
  • Must have willingness to interact with clients, product management & content management directly
  • A logical approach to problem solving and the ability to work under pressure.
  • Strong general knowledge of Financial Markets with an in depth understanding of at least one market segment.
  • Eikon Product certification and GCP in any of the four asset classess(Equities, Fixed Income, Fxmm & Commodities) is an added advantage.

Desired Skills: 

  • A logical approach to problem solving and the ability to work under pressure.
  • Proven team player.
  • Self motivated and a high level of initiative.
  • Good time management skills to plan and prioritise workload.
  • Demonstrates urgency, drive, energy and enthusiasm.
  • Project Enthusiast This role has been mapped to GRF Content Product Support 7, Band H. 
  • Please note that as an internal applicant, to apply for this role you are obliged to notify your current manager. You will however be able to have an initial discussion with the recruitment manager about the role in complete confidence.
  • Apart from exceptional circumstances, employees are expected to remain in their current role for a minimum period of 12 to 18 months before actively seeking another internal position. If you have any questions please speak with the Recruiter for this position.

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 over 60,000 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 careers.thomsonreuters.com.

More information about Thomson Reuters can be found on thomsonreuters.com.



Thomson Reuters provides professionals with the intelligence, technology and human expertise they need to find trusted answers. We enable professionals in the financial and risk, legal, tax and accounting, and media markets to make the decisions that matter most, all powered by the world's most trusted news organization.

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 thomsonreuters.com/careers.

More information about Thomson Reuters can be found on thomsonreuters.com.



Locations
Bangalore-India
Req #: JREQ091148
Locations: Bangalore-India
Job Function: Customer Service & Support
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