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Thomson Reuters
Thomson Reuters
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Thomson Reuters develops trusted content, data, and technology for professionals working in legal services, tax and accounting, international trade, risk management, insurance, consulting, and global news. Its portfolio includes legal research platforms, tax and accounting software, compliance and regulatory tools, and Reuters media services. By combining specialist expertise with investments in generative AI, Thomson Reuters helps law firms, corporations, tax professionals, and media organizations manage complex information, streamline workflows, and make better-informed decisions.
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Customer Service Specialist - Hyderabad Hybrid

Support Thomson Reuters customers with account updates, billing questions, product feedback, and service issues across phone, email, chat, and other channels. Maintain accurate records, route qualified sales leads, and help improve customer operations.

INIndiaHybridFull-timeMiddleSeniorEnglish RequiredCustomer Support

Description

  • Serve customers through phone, email, chat, and other communication channels
  • Process account updates, address changes, order-status questions, product feedback, password requests, and billing concerns
  • Investigate and resolve customer issues using established policies, procedures, and sound judgment
  • Evaluate contract terms and consider their downstream effects
  • Deliver interactions consistent with Thomson Reuters brand values and service standards
  • Spot relevant product and service opportunities and refer qualified leads to the appropriate sales teams
  • Support field representatives with account maintenance and customer service needs
  • Record and categorize calls and requests accurately in the call-tracking database
  • Partner with internal teams to keep customer information accurate and consistent
  • Analyze customer feedback, recommend operational improvements, and contribute to risk mitigation

Requirements

  • Background in customer service, customer support, or a comparable role
  • Excellent spoken and written communication
  • Capacity to balance competing priorities and deliver to deadlines in a fast-moving setting
  • Track record of independently resolving customer concerns and making well-reasoned decisions
  • Experience with account maintenance, billing questions, contract discrepancies, and account reconciliation
  • Strong analytical thinking and problem-solving ability
  • Comfort working with internal and external stakeholders at varied levels
  • Experience supporting complex offerings, services, or high-value customer accounts is preferred
  • Familiarity with CRM or customer case-management platforms is preferred
  • Ability to provide basic to intermediate technical assistance and troubleshoot customer issues is preferred
  • Experience recognizing sales opportunities and partnering with sales teams is preferred
  • Demonstrated focus on continuous improvement through customer-feedback review and process enhancement is preferred
  • Ability to adjust quickly to new technologies and evolving business processes

Benefits

  • Hybrid work with two to three office days per week, depending on the role
  • Option to work from anywhere for up to eight weeks each year
  • Flexible vacation policy
  • Two company-wide mental health days off
  • Access to the Headspace app
  • Retirement savings support
  • Tuition reimbursement
  • Employee incentive programs
  • Resources supporting mental, physical, and financial wellbeing
  • Two paid volunteer days each year
  • Opportunities to join pro bono consulting projects and ESG initiatives
  • Career growth, ongoing learning, and skills development through Grow My Way programming
  • Flexible work options and support for work-life balance

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