Thomson Reuters – Manila City, Metro Manila – Job Description Respond to customer inquiries via phone, email and chat, etc. May respond to inquiries regarding a specific or more complex product or a specific customer (based on customer size or revenue tied to customer) Inquiries will vary but typically include address changes, account changes/updates, order status, product feedback, password assistance, billing inquiry, etc. Ensure each customer contact is handled in a manner consistent with the Thomson Reuters brand and values to maintain customer satisfaction and retention. Uses analysis along with policies and procedures to resolve customer issues. Interpret customer contract and assess downstream impact to mitigate any recurring issues. Identify prospects for additional products and services; send leads to appropriate sales representatives. May assist field representatives in account maintenance. Log and classify al calls and request for assistance in the call tracking database. Filter and escalate inquiries as appr…
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