Customer Support Representative
We are seeking a highly skilled Customer Support Representative to join our team in Melbourne, Australia.
The successful candidate will provide quality product support services to customers of Thomson Reuters - Confirmation via phone and email in both English and Japanese.
Key Responsibilities:
* Respond to customer inquiries via phone and email in a timely and accurate manner.
* Document customer interactions in our CRM system (Salesforce).
* Handle complex issues, resolving as many inquiries as possible on the first interaction.
* Filter and escalate cases to other teams when appropriate.
* Track resolution progress and keep customers informed with updates.
* Collect and forward customer feedback to facilitate continuous product improvement.
Requirements:
* Fluent written and verbal communication skills in Japanese and English.
* Minimum 1 year experience in a customer-facing position or equivalent experience desired.
* Experience in customer support via phones, emails, or in-person.
* Familiarity with the Microsoft Office suite of software.
* Strong problem-solving, analysis, design, and testing skills.
* Quick learner, eager to leverage new technologies in a dynamic team environment.
What We Offer:
* A hybrid work model with flexibility to work from home and in the office.
* Comprehensive benefit plans, including flexible vacation, mental health days, and wellbeing resources.
* Globally recognized reputation for equality, diversity, and inclusion, flexibility, work-life balance, and more.
* Access to LinkedIn Learning and internal Talent Marketplace opportunities.
* Two paid volunteer days annually and Environmental, Social, and Governance (ESG) initiatives.
* Opportunities to contribute to purpose-driven work and create a more transparent, just, and inclusive future.