Job Description

Receive and provide written/voice/chat support to customer inquiries utilizing the Customer Relationship Management (CRM) system, ensuring that customer inquiries are handled correctly and efficiently, in support of current Service Level Agreements and Key Performance Indicators, and in conjunction with GCS policies and procedures
Maintain a productive case load in support of the overall production requirements
Achieve quality and efficiency improvements by enhancing the consistency of the customer experience
Maintain an acceptable ratio of aged cases, initiating follow up as needed
Efficiently resolve customer problems and/or questions related to Thomson Reuters Research Soft products and services
Process all customer inquiries in a professional, accurate, courteous and timely manner
Identify customer trends due to reoccurring issues and escalate as appropriate
Complete and demonstrate a progressive understanding of the Research Soft Customer Technical Support training requirements as identified by supervisor/manager
Assume ownership of customer inquiries until resolution is provided to the customer's satisfaction
Replicate customer's technical/product issues in order to provide appropriate steps for resolution
Interpret and analyze customer needs to resolve inquiries and improve product utilization
Search internal Knowledge Management database and select appropriate solutions to resolve customer inquiries
Interact and work collaboratively with internal support teams in a professional and tactful manner to resolve customer inquiries
Provide internal referral groups with thorough and accurate descriptions of customer issues
Integrate feedback provided by supervision into standard work practices
Continue to develop technical knowledge by monitoring computer and information industry trends, taking internal courses and attending scheduled product training
Undertake other reasonable duties as requested by supervisor/manager.

Role:Customer Service Manager

Function:ITES / BPO / KPO / Customer Service

Industry Category:Services

Sub Category:Legal

Job Type:Permanent

Job Reference ID:PSA-TR

Total Openings:5

Salary:3 to 4 Lakhs


Job Qualifications

Experience : 0-1 Year & Freshers Any Graduates can apply( 2015 & 2016 Pass outs )

Demonstrated customer and/or technical support experience
Experience with Contact Center Operations and CRM functionality
Excellent written, interpersonal communication and problem solving skills
Ability to distill and communicate, both in verbal and written form, business and/or technical information in terms that are easily understood by staff and customers
A good team player with the ability to work on own their initiative with minimal direct supervision
Organized and detail oriented, with the ability to multi-task in a diverse and matrix environment
Demonstrated ability to meet departmental deadlines and organizational goals using effective organization and planning skills
In-depth knowledge of database searching and analysis functions, file management, electronic publishing, the literature scholarly and research process
Knowledge of database design and content, hardware and software applications, electronic product delivery systems and emerging technology products
Service oriented, with the ability to provide empathetic customer support within policy guidelines and established procedures
Ability to meet deadlines
Knowledge of production systems and processes

Education (Specialization): Any Degree-

Experience:0 to 1 Yrs

About Company

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