Customer Service Representative, Customer Service & Support As a Customer Support Representative, you will act as front-line support for our global network of users. You will be part of the team that provides an excellent experience on the Confirmation platform. Representatives are required to conduct themselves in a professional manner by providing accurate, timely information about Confirmation to both internal and external users. The Customer Support Agent will primarily be responsible for guiding our customers through the four-step process from adding a client to initiating a confirmation. The team will provide support to customers globally. About the Role: In this opportunity as Customer Service Representative (Mandarin/Cantonese Bilingual), you will: Act as point of contact for troubleshooting, diagnosis, and escalation of customer support queries related to all Confirmation products (e.g., application functionality, pricing queries, turnaround time) via phone, email or live chat Concisely and accurately document support request information in the client relationship management system (Salesforce), paying particular attention to problem description, resolution, linking cases to the right contact and follow-up action Ensure, where appropriate, information gained from handling supports queries is promoted to the knowledge base and communicated to interested parties Learn to use all available resources and how to test the platform to aid in making recommendations or troubleshooting with our users Promote usage of our public help center to users to encourage self-help on support queries Appropriately escalate cases to the Advanced Solutions and/or Product teams Be comfortable making outbound calls to chase banks, reach out to users if clarification is needed or assist the Operations team validating new users About You: You’re a fit for the role of Customer Service Representative (Mandarin/Cantonese Bilingual) if your background includes: Experience in customer support via phones or in person. Experience working with Microsoft office suite. Fluent written and verbal communication skills in Mandarin and/or Cantonese Fluent written and verbal communication skills in English Strong problem solving, analysis, design, and testing skills. Quick learner, eager to leverage new technologies in a dynamic team environment. Commitment to customers. Ability to flexible working hours to accommodate busy periods and react with increased productivity What’s in it For You? You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through: Hybrid Work Model: We’ve adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected. Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more. Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: 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. 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: Eight 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. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world. 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 25,000 employees across more than 75 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? Join us and help shape the industries that move society forward. Accessibility 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 applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace. We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. Protect yourself from fraudulent job postings click here to know more. More information about Thomson Reuters can be found on https://thomsonreuters.com. Thomson Reuters provides professionals with the intelligence, technology and human expertise they need to find trusted answers. We enable professionals in the legal, tax and accounting, and media markets to make the decisions that matter most, all powered by the world's most trusted news organization.
Backup child care
Unconscious bias training
Thomson Reuters is a leading provider of business information services. Our products include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news service – Reuters.
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