Customer Service Specialist

About the role

The Customer Service Specialist works in a dynamic, customer‑centric environment at Thomson Reuters, handling internal and external inquiries via phone, email, and chat. The role focuses on delivering exceptional service with professionalism, efficiency, and courtesy to ensure satisfaction and retention.

Key responsibilities

• Respond to customer inquiries across phone, email, chat and other channels, handling account maintenance, order status, product feedback, password assistance, and billing concerns.
• Resolve issues by applying analysis, policies, and procedures while assessing contract terms and downstream impacts.
• Log and classify calls in the tracking database and collaborate with cross‑functional teams to maintain accurate customer information.
• Identify opportunities for additional products and services, routing qualified leads to sales teams.
• Support field representatives with account maintenance and customer support as needed.

Required profile

• Experience in customer service or support roles with strong verbal and written communication skills.
• Ability to manage multiple priorities, meet deadlines in a fast‑paced environment, and resolve issues independently.
• Experience handling account maintenance, billing inquiries, contract discrepancies, and account reconciliation.
• Strong problem‑solving, analytical abilities, and capability to work with internal and external stakeholders.

What we offer

• Hybrid work model with 2‑3 days per week in the office.
• Flexibility & work‑life balance policies, including up to 8 weeks of remote work per year.
• Career development programs, continuous learning, and skill‑building opportunities.
• Comprehensive benefits: flexible vacation, mental health days, Headspace access, retirement savings, tuition reimbursement, and wellness resources.
• Inclusive culture focused on customer obsession, fast learning, and collaboration.
• Social impact initiatives with paid volunteer days and ESG projects.