Customer Support Representative-Bilingual Cantonese/Mandarin

Ogłoszenie nieaktualne

Customer Support Representative-Bilingual Cantonese/Mandarin

Wymiar pracy
Pełny etat
Rodzaj umowy
Umowa o pracę
Branża / kategoria
Obsługa klienta
Poziom stanowiska
Pracownik fizyczny
Charakter pracy

Nr ref: JREQ167159

We welcome applications to our full-time vacancies from all citizens who have been granted protection within the territory of the Republic of Poland under the EU Temporary Protection Directive*
Customer Support Representative acts as front-line support for our global network of users and works hard to provide 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 team will provide support to customers globally.
Upon joining, these positions will undergo 2-3 months of product-based training and will operate on the following working hours during this period (Monday to Friday): 3:00 PM to 11:00 PM (Poland Time)
Upon completion of the product-based training, these positions will then operate on the following shift pattern (Monday to Friday): 2:00 AM to 10:00 AM (Poland Time)
About the Role
  • Resolve all technical and service issues related to Confirmation products for customers and field staff via phone, email, chat or other media types as available.
  • Achieve all department assigned metrics. 
  • Act as point of contact for troubleshooting, diagnosis, and escalation of customer support queries related to all Confirmation products.
  • Ability to resolve complex customer and product issues using analytical skills.
  • Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual discretion to ensure outcomes of customer satisfaction and Thomson Reuters business success.
  • Accurately document all customer contacts, resolution steps, and gather customer feedback in order to enhance products and services. 
  • Report and escalate issues leading to recurring technical problems.
  • Continuously increase technical aptitude and customer service skills, as well as, improve organizational performance by identifying efficiencies in workflow & introducing policy/procedure changes.
  • Develop or suggest Knowledgebase articles for internal and external users.
  • Create support documentation to be used for troubleshooting, training, and other areas as needed.
  • Educate self and colleagues on new releases.
  • Test functionality and report on issues found during product releases.
  • Promote usage of our public help center to users to encourage self-help on support queries.
  • Ability to flex working hours to accommodate busy periods and react with increased productivity.
  • All other duties as assigned by supervisor.   
  • Provide customer service & technical assistance to customers via phone, e-mail, or other media types as assigned. Troubleshoot and solve basic common user problems in real time, including navigation problems, pricing issue and other questions; troubleshooting; browser-related issues.
  • Take ownership of all customer issues and utilize appropriate follow-through until the issue is resolved.  Act as customer advocate to ensure non-customer facing departments act with urgency to resolve technical issues.
  • Provide timely feedback to external and internal customers via phone, e-mail, or other forms of communication. Escalate top priority, production-critical issues.
  • Achieve quality and productivity metrics while providing an effortless customer experience.
  • Recommend improvements to workflow, process, and procedure improvements within position, team, and department.
  • Further develop technical aptitude and customer service knowledge, skills, and abilities.
  • Proactively learn new features and enhancements to existing products in order to effectively support existing users.
  • Perform related tasks as needed or assigned.
About You
Education: Minimum: 1 year experience in a customer facing position or equivalent experience desired.  2- or 4-year technical degree preferred.
  • Experience in customer support via phones or in person.
  • Experience working with Microsoft office suite.
  • Fluent written and verbal communication skills in Cantonese/Mandarin
  • 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. 
  • Proven experience owning issues to resolution.
What’s in it For You?
  • Casual and diverse office environment with colleagues across the globe.
  • Flexible shifts, work from home opportunities
  • Two additional days off for volunteering
  • 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)
  • Comprehensive benefit plans
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. 
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.

More information about Thomson Reuters can be found on
We welcome applications to our full-time vacancies from all citizens who have been granted protection within the territory of the Republic of Poland under the EU Temporary Protection Directive (subject to proof of status). This is inclusive of:
  • Ukrainian citizens and their family members residing in Ukraine before 24 February 2022
  • Third country citizens and stateless persons and their family members with international or equivalent national protection in Ukraine, who had a valid residence permit in Ukraine on 24 February 2022
  • Citizens of other third countries who were permanent residents in Ukraine on 24 February 2022 in accordance with Ukrainian regulations and who cannot safely and permanently return to their country

Prosimy o dodanie klauzuli:

Wyrażam zgodę na przetwarzanie moich danych osobowych w celu rekrutacji zgodnie z art. 6 ust. 1 lit. a Rozporządzenia Parlamentu Europejskiego i Rady (UE) 2016/679 z dnia 27 kwietnia 2016 r. w sprawie ochrony osób fizycznych w związku z przetwarzaniem danych osobowych i w sprawie swobodnego przepływu takich danych oraz uchylenia dyrektywy 95/46/WE (ogólne rozporządzenie o ochronie danych).
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  • Numer ogłoszenia: 65323903
  • Data wyróżnienia: 19.05.2023
  • Data wprowadzenia: 19.05.2023
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