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CUSTOMER SUPPORT TEAM MANAGER – RISK

Thomson Reuters Customer Service & Support 1/9/2018 11:52:36 AM Manila, Philippines
Job Description

Role/Purpose

To manage the delivery of the customer service experience, support customer retention, and

enhance Thomson Reuters brand values.

This role is also responsible for managing teams.

Responsibilities

Manages the provision of pre-sales and post-sales service to customers.

Delegates customer service department procedures.

Acts as a liaison between customers, operations, sales, field service and order processing to resolve status, production, delivery and billing inquiries.

Expedites service and repairs and manages escalation complaints.

Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Ensure continued improvement on quality metrics and that the team meets agreed performance levels.

May provide quality analysis and reporting to aid leadership in understanding performance drivers and critical issues affecting service delivery.

May collaborate with other departments to create programs aimed to improve performance.

Scope and Impact

Erroneous decisions or failure to achieve results may cause delays in schedules.

Generally will manage a team that performs more straightforward processes.

Interacts with customers on behalf of their team members as necessary on problem resolution and customer service matters.

Technical / Professional Skills & Competencies

Strong, high volume customer service skills.

Strong written and verbal communication skills.

Some Management skills.

Should have extensive working knowledge of their subject matter.

Detail oriented with strong analytical skills.

Ability to communicate at all levels and manage a team.

Ability to work independently on multiple activities, showing appropriate prioritization and escalation skills for themselves and team.

Encourages and enables compliance with practices and methods of working while proactively

seeking to improve good service skills and service-minded attitude.

Relationships: Internal / External

External: Maintains positive customer relationships.

Internal: works cross-departmentally as necessary.

Certifications / Education

University/professional education or equivalent work experience preferred.

Professional Experience

Understanding of relevant markets and Thomson Reuters products.

Flexibility and an appreciation of a fast paced environment.

Customer service experience within Thomson Reuters or relevant industry.

Demonstrated leadership ability.

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
Manila-Philippines
Req #: JREQ096462
Locations: Manila-Philippines
Job Function: Customer Service & Support
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