Job Title: Customer Support Representative
Are you passionate about the chance to bring your experience to a world-class company that is market-leading for both content and technology?
We are looking for a Customer Support Representative based in Melbourne, Australia who will focus on providing a quality product support service to customers of Thomson Reuters - Confirmation.
The team provides support to customers globally.
About the Role:
* Respond to customer inquiries in both English and Japanese via phone and email.
* Concisely and accurately document information in our CRM system (Salesforce), paying particular attention to problem description, resolution taken, and any required follow-up action.
* Handle complex and/or specialized issues, resolving as many inquiries as possible on the first interaction.
* Solving complex issues may involve interpreting the needs of the customer to determine the most applicable resolution.
* Appropriately filter and escalate cases to other teams when appropriate (e.g. product, sales, technology, marketing, etc.).
* Track resolution progress, and actively keep customers informed with updates.
* Collect and forward customer feedback to facilitate continuous product improvement.
* Promote usage of our public help centre to users to encourage self-help on support queries.
* Maintain up-to-date product knowledge of all supported products to facilitate the continued provision of quality guidance to customers.
* Maintain data in our CRM system to ensure the accuracy of active users and contacts.
About You:
* You're a fit for the role of Customer Support Representative if your background includes:
* 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.
* Strong commitment to customers and proven experience owning issues to resolution.
* Work as part of a team & independently in a dynamic, fast-paced environment.
What's in it For You:
* Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
* Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
* Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
* Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.
* Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
* Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency.
Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing. We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Do you want to shape the industries that move society forward?