Website www.thomsonreuters.com
Eligibility Bachelor's/College Degree
Experience 1 - 3 yrs
Location Bangalore
Job Role Client Support Analyst
JOB SUMMARY:Company Profile:
Thomson Reuters business, is the global leader in legal outsourcing services. Pangea3’s awards and industry recognition include: ·Recognized as LPO of the Year for 2009, 2010, 2011, 2012 and 2013 by the India Business Law Journal ·Recognized as Best Legal Process Outsourcing Provider 2011 & 2012 by the New York Law Journal ·Awarded LPO of the Year by India Business Law Journal for the last three years in a row (2009-2011) ·#1 LPO in the Black Book of Outsourcing ·Recipient of Excellence in Outsourcing award from Frost & Sullivan; and ·Recognized as the best managed company by Inc. Magazine
Job Description:
1. Respond to customers’ enquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction.
2. Logging and classifying all calls and requests for assistance in the customer relationship management system (Siebel).
3. Filter and escalate enquiries relating to other aspects of the Thomson Reuters business and handover to the appropriate department.
4. Manage the resolution process for customers relating to data and applications for a particular product/s.
5. Track enquiry resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved on initial interaction.
6. Follow the appropriate procedures to respond to issues and update our customers when outages of a major nature occur.
7. Identify and escalate problems affecting a number of customers or influencing the timely resolution of one customer’s enquiry. This would include escalations to the team leader and other support, sales, engineering or resolver groups as appropriate.
8. Recognize and escalate recurring problems, inferior processes or outdated procedures.
9. Accept additional projects or areas of responsibility that will improve the team’s performance.
10. Proactively contribute to the TRCS team and the achievement of its goals.
Candidate Profile:
1. 1 - 3 year(s) of working experience in the related field is required for this position.
2. Understanding of client needs. Focus on delivering results.
3. Detail orientated with sound information probing skills.
4. Well developed analytical skills with the ability to problem solve and develop solutions.
5. Experience in a customer service or contact centre environment preferred. Previous experience in the financial markets desirable.
6. Ability to communicate and engage effectively both verbally and in writing in English and any other designated languages with customers and colleagues.
7. The ability to learn and become experts in Thomson Reuters’ products and develop a sound understanding of the financial markets serviced.
8. Willingness to undertake additional projects and responsibilities from time to time.
9. Ability to learn new technologies and principles quickly and work in an environment that is continually changing and adopting new techniques and technologies.
10. Flexibility with work times – including rotational shift work.
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