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Eikon Team Manager

Thomson Reuters Customer Service & Support 1/9/2018 11:15:31 AM Manila, Philippines
Job Description

Role Purpose

This role assists with day to day management of customer support.

This role is a blend of management and hands on operational duties, such as responding to

customer queries and taking calls.

A key requirement of the role is to take a proactive approach to maintaining knowledge, skills and

being abreast of what both customers and staff are experiencing.


Manage a team of customer support employees.

Coach staff to deliver excellent customer service.

Maintain and improve key performance measures

Proactively manage customer issues and may act as the first level escalation for the team.

Deliver key projects to improve customer service.  Proactively contribute ideas to the Management Team.

Recruit and select staff that will fit within the team and meet key criteria for the role.

Ensure staff understand and are adhering to procedures.

Work with the team to reduce the volume and time of outstanding service requests.

Assist the team in providing a memorable and positive customer experience. This may include taking calls during peak periods.

Complete call assessments and coaching targets for team.

Exchange information and share knowledge with other team members to maximize knowledge and

effectiveness of the Customer Support team as a whole.

Accept additional projects or areas of responsibility to improve performance.

Scope and Impact

Responsibility for staff and may have cost management responsibilities.

This role is a blend of management and hands on operational duties, such as responding to

customer queries, and taking calls on a as needed basis.

Technical / Professional Skills & Competencies

Sound appreciation and knowledge of Thomson Reuters data and products, their use and

applicability to the markets they are intended to serve.

An ability to anticipate the impact of changes to systems and data services etc. on customers.

Well developed problem-solving and decision-making skills.

Ability to communicate effectively both verbally and in writing.

Practical understanding of performance measurement statistics and using them to drive high


Some knowledge of project management techniques.

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 #: JREQ097182
Locations: Manila-Philippines
Job Function: Customer Service & Support
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