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Customer Support Representative | Bilingual–Mandarin/English

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Thomson Reuters

24d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    People, HR & Administration
  • Manila

AI generated summary

  • You must be fluent in Mandarin and English, with 1+ year of customer support experience, proficiency in Microsoft Office, strong problem-solving skills, and the ability to work independently and in a team.
  • You will troubleshoot customer queries, resolve technical issues, document interactions, suggest improvements, teach others, and promote self-help resources while meeting quality and productivity metrics.

Requirements

  • Fluent written and verbal communication skills in Mandarin and English
  • 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, emails or in person.
  • Experience working with Microsoft office suite.
  • 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.
  • Work as part of a team & independently in a dynamic, fast-paced environment.

Responsibilities

  • Act as point of contact for troubleshooting, diagnosis, and escalation of customer support queries and field staff related to all Confirmation products via phone, email or other media types as available.
  • Resolve all technical and service issues related to all Confirmation products 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 to enhance products and services.
  • Achieve all department assigned metrics.
  • 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 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.
  • 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, browser-related issues.
  • Escalate top priority, production-critical issues.
  • Achieve quality and productivity metrics while providing an effortless customer experience.
  • Proactively learn new features and enhancements to existing products to effectively support existing users.

FAQs

What are the language requirements for this position?

Fluency in both Mandarin and English, in both written and verbal communication, is required for this role.

What are the working hours for this Customer Support Representative position?

The position operates on a shift pattern from Monday to Friday, 7:00 PM to 3:00 AM CST.

Is training provided for this role?

Yes, there will be 2-3 months of training conducted from Monday to Friday, during US hours from 8:00 AM to 5:00 PM CST.

What type of experience is preferred for candidates applying for this role?

A minimum of 1 year of experience in a customer-facing position is desired, and a 2- or 4-year technical degree is preferred.

What benefits are offered to employees in this role?

Benefits include a hybrid work model, comprehensive well-being plans, flexible vacation, mental health days off, tuition reimbursement, access to learning platforms, and social impact initiatives.

Will I be required to troubleshoot technical issues?

Yes, you will be responsible for troubleshooting and resolving technical and service issues related to Confirmation products.

What tools or software should I be familiar with for this role?

Experience working with the Microsoft Office Suite is required.

How does Thomson Reuters promote employee development?

The company offers access to LinkedIn Learning, the internal Talent Marketplace, and networking opportunities to encourage personal and professional growth.

What is the company’s approach to diversity and inclusion?

Thomson Reuters has a globally recognized and award-winning reputation for promoting equality, diversity, and inclusion within the workplace.

Are there opportunities for volunteer work in this position?

Yes, employees are granted two paid volunteer days annually and are encouraged to participate in employee-driven Business Resource Groups.

Thomson Reuters

Entertainment & Media
Industry
10,001+
Employees
2008
Founded Year

Mission & Purpose

Thomson Reuters is the world’s leading provider of news and information-based tools to professionals. Our worldwide network of journalists and specialist editors keep customers up to speed on global developments, with a particular focus on legal, regulatory and tax changes. Our customers operate in complex arenas that move society forward — tax, law, compliance, government, media. In a disruptive digital age, we help professionals reinvent themselves. Thomson Reuters shares are listed on the Toronto and New York Stock Exchanges (symbol: TRI).