Title: Customer Support Executive - Korean Speaking
ID: CUS00005512

Description

Brief Position Description:

The TRCS Asia provides product, technical and application support for Thomson Reuters customers across Asia. It is the high profile first point of contact for customers wanting help. With customer service recognised as a key differentiator between vendors across all industries, TRCS strives to deliver a high-performance, cost effective service whilst providing customers with a memorable, positive experience. The RSC communicates with customers in most Asian languages over the telephone and email.

The Customer Support Executive has the greatest influence on the achievement of customer satisfaction and is responsible for providing effective and courteous support to customers and other Customer Support Executives. This includes keeping a clear and active focus on resolving SRs, maintaining a patient friendly manner with all customers and colleagues, respecting cultural differences and ensuring that all the necessary action and follow up is taken to resolve a customer's enquiry efficiently and effectively.

The Customer Support Executives need to have a solid understanding of the financial markets and Thomson Reuters data and applications. They will be act as ambassador for the team, championing the resolution of SRs across the business, and working with the team to create a Fast, Accountable, Service-Driven, Team environment.

At Thomson Reuters, we deliver intelligent information quickly and efficiently, so professionals have knowledge to act. We combine industry expertise with innovative technology to deliver critical information to leading decision makers in the financial, legal, tax and accounting, intellectual property and scientific, healthcare, and media markets, powered by the world's most trusted news organization.

Qualifications

Key Responsibilities:

· In providing efficient and effective customer support the responsibilities include:

· Logging and classifying all calls and requests for assistance in the call tracking database

· Respond to customers' enquiries relating to information, product functionality and fault calls

· Filter and escalate enquiries relating to other aspects of the Thomson Reuters business and handover to the appropriate department

· Manage the resolution process for customers relating to data and applications

· Track enquiry resolution progress and proactively call customers with a status update or resolution.

· Follow the appropriate procedures to respond to issues and update appropriate notification to customers when outages of a major nature occur

· Resolving as many queries as possible on the first call

· 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 or engineering groups as appropriate

· As a Customer Support Executive the additional responsibilities would include:

· Managing the workflow within the team to ensure the team is working productively as a team

· Queue management to distribute the work as evenly as the skills sets allow

· Supporting the team to ensure SRs are handled as efficiently as possible

· Breach analysis of SRs that do not meet the targets and suggest solutions to improve on the achievement of targets

· Building strong relationships with the product specialist team and resolver groups and establishing yourself as the primary point of contact within the team

· Act as an escalation point for the team with internal process issues (not as an escalation point for product specialist issues)

· Assisting new team members in learning the processes and procedures required to deliver excellent customer service

· Identifying individual and team training and coaching needs and feeding them back to the team leader

· Analysing the performance of the team to identify process improvements that will positively impact on the team's performance and EDP scores

· Support the team leader in the management of the Quality Assurance program and the delivery of constructive feedback

· Lead by example through the consistent achievement of performance targets

· Recognise and escalate recurring problems and propose solutions

· Accept additional projects or areas of responsibility that will improve the team's performance

· Proactively contribute to the Asia RSC team and the achievement of its goals

Qualifications/Experience/Knowledge:

· 2-3 years experience with Reuters' products and data or previous experience in the financial markets

· University qualified in a discipline relating to the financial markets, the finance sector or commerce.

· Experience in a customer service or contact centre environment

· The ability to develop leadership and people management skills

· Ability to communicate effectively both verbally and in writing in English and any other designated languages with customers and colleagues

Core competencies/Qualities:

· A customer oriented person who is a consistent performer, even when working under pressure

· The desire to see the issue from the customer's perspective and remain calm and composed to resolve the enquiry in a timely manner

· The ability to build a rapport with customers from across the Asia region and provide consistent service excellence

· A proactive person who does what they say they are going to do

· A high attention to detail with good questioning and problem solving skills

· An open communicator with a positive 'can do' attitude

· Ability to excel in environment where stretch objectives are continually set

· Ability to work as an effective member of a team and proactively contribute to the achievement of the RSC goals

· The desire and ability to expand their knowledge of financial markets and Reuters products e.g. achieving SIA Certification in Financial Markets

· Has the desire to share knowledge willingly and proactively with colleagues and customers

· Willingness to undertake additional projects and responsibilities from time to time

· Flexibility with work times - there will be shift work involved

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With over 55,000 colleagues in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

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, gender, national origin, religion, sexual orientation, disability, age, or any other protected classification under country or local law. Thomson Reuters is an Equal Employment Opportunity/Affirmative Action Employer.

Intrigued by a challenge as large and fascinating as the world itself? Come join us.

To learn more about what we offer, please visit careers.thomsonreuters.com.

More information about Thomson Reuters can be found on thomsonreuters.com.

Job: Customer Service/ Support
Primary Location: Australia-Sydney-AUS-Sydney-60 Margaret St
Organization: Markets Service
Schedule: Full-time
Job Type: Standard
Travel: No