Customer Support Representative

3 weeks ago

Melbourne, Victoria, Australia Thomson Reuters Full time
Overview

Join to apply for the Customer Support Representative role at Thomson Reuters.

Are you a seasoned customer service professional who loves assisting accountants? We are seeking a customer support representative to help clients with platform inquiries and corporate secretarial expertise. In this role, you\'ll offer first-line support to Thomson Reuters\' customers, ensuring their needs are met efficiently and effectively. This role can be based in Sydney or Melbourne.

Responsibilities
  • Assist customers with questions about company, trust, SMSF setup and various other related topics
  • Help with product navigation
  • Answer phone calls, emails and processing web forms in a timely manner, adhering to the Service Level Agreements (SLA) and consistently meet/exceed team OKRs
  • Liaise with product teams to provide customer feedback for improvements
  • Log, track, update and resolve all service requests from customers in the service management system
  • Provide proactive and timely progress and status updates to clients and contribute to a positive business relationship with customers
  • Act as a subject matter expert (SME) on our products
About You
  • Minimum 2 years in a customer support role within a technology company
  • Strong focus on customer service
  • Attention to detail
  • High standard of written and verbal communication skills
  • Passionate about exceeding personal and team goals
  • Ability to work with minimal direct supervision
What's in it For You?
  • Hybrid Work Model: flexible hybrid working environment (2-3 days a week in the office depending on the role)
  • Flexibility & Work-Life Balance: Flex My Way policies to help manage personal and professional responsibilities, including up to 8 weeks of remote work per year
  • Career Development and Growth: Grow My Way programming and a skills-first approach to prepare for an AI-enabled future
  • Industry Competitive Benefits: comprehensive benefits, including flexible vacation, two company-wide Mental Health Days, Headspace access, retirement savings, tuition reimbursement, and wellbeing resources
  • Culture: inclusive, award-winning environment focused on customer obsession, competition, rapid learning, and collaboration
  • Social Impact: paid volunteer days and involvement in ESG initiatives
  • Making a Real-World Impact: contribute to providing trusted information and upholding the rule of law
About Us

Thomson Reuters informs the way forward by bringing together trusted content and technology for professionals across legal, tax, accounting, compliance, government, and media. Reuters, part of Thomson Reuters, is a world-leading provider of trusted journalism and news. We employ 26,000+ people across 70+ countries with a commitment to objectivity, accuracy, fairness, and transparency. We are an Equal Employment Opportunity Employer providing a drug-free workplace. We accommodate qualified individuals with disabilities and for sincerely held religious beliefs per applicable law. Learn more on thomsonreuters.com.

We seek talented, qualified employees in all our operations worldwide regardless of race, color, sex/gender, pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification. Thomson Reuters is proud to be an Equal Employment Opportunity Employer and promotes a drug-free workplace. We provide accommodations for qualified individuals and sincerely held religious beliefs where applicable.

Melbourne, Victoria, Australia

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