Customer Service Specialist

Overview

The Customer Service Representative operates in a dynamic, customer-centric environment, managing internal and external customer inquiries through phone, email, chat, and other communication channels. The role focuses on delivering exceptional customer service with efficiency, professionalism, and courtesy while ensuring customer satisfaction and retention.

What you'll do

• Respond to customer inquiries via phone, email, chat, and other communication channels.
• Handle account maintenance requests, including address changes, account updates, order status inquiries, product feedback, password assistance, and billing-related concerns.
• Resolve customer issues by applying analysis, policies, and procedures, while assessing contract terms and downstream impacts.
• Ensure all customer interactions align with Thomson Reuters brand values and service standards.
• Identify opportunities for additional products and services and route qualified leads to the appropriate sales teams.
• Assist field representatives with account maintenance and customer support as needed.
• Accurately log and classify customer calls and requests in the call tracking database.
• Collaborate with cross-functional teams to maintain accurate and consistent customer information.
• Review customer feedback, identify operational improvement opportunities, and support risk mitigation efforts.

What you'll need

• Experience in customer service, customer support, or a related role.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Proven ability to resolve customer issues independently and make sound decisions.
• Experience handling account maintenance, billing inquiries, contract discrepancies, and account reconciliation activities.
• Strong problem-solving and analytical skills.
• Ability to work effectively with internal and external stakeholders across different levels.

Nice to have

• Experience supporting complex products, services, or high-value customer accounts.
• Knowledge of CRM or customer case management systems.
• Ability to provide basic to intermediate technical support and troubleshoot customer issues.
• Experience identifying sales opportunities and collaborating with sales teams.
• Continuous improvement mindset with experience reviewing customer feedback and driving process enhancements.
• Ability to adapt quickly to new technologies and business processes.

Details

• Location: Hyderabad, Telangana, India.
• Hybrid work model with 2–3 days a week in the office, depending on the role.