Thomson Reuters Customer Support Executive D&A Eikon in Manila, Philippines

Position Overview:

The Customer Support Executive is responsible for providing effective and courteous support to customers in relation to their Thomson Reuters’ product or service. This includes active focus on enquiry resolution, a positive customer focused attitude at all times and ensuring that all the necessary action is taken to resolve a customer’s enquiry.


· Respond to customers’ enquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction.

· Logging and classifying all calls and requests for assistance in the customer relationship management system (Siebel).

· Filter and escalate enquiries relating to other aspects of the Thomson Reuters business and handover to the appropriate department.

· Manage the resolution process for customers relating to data and applications for a particular product/s.

· Track enquiry resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved on initial interaction.

· Follow the appropriate procedures to respond to issues and update our customers when outages of a major nature occur.

· Identify and escalate problems affecting a number of customers or influencing the timely resolution of one customer’s enquiry. This would include escalations to the team leader and other support, sales, engineering or resolver groups as appropriate.

· Recognize and escalate recurring problems, inferior processes or outdated procedures.

· Accept additional projects or areas of responsibility that will improve the team’s performance.

· Proactively contribute to the TRCS team and the achievement of its goals.


· Expert understanding of relevant Thomson Reuters’ products and data. Understanding of client needs. Focus on delivering results.

· Detail orientated with sound information probing skills.

· Well developed analytical skills with the ability to problem solve and develop solutions.

· University qualified in a discipline relating to the financial markets, the finance sector or business.

· Experience in a customer service or contact centre environment preferred. Previous experience in the financial industry desirable.

· Ability to communicate and engage effectively, verbally and in writing, in English and any other designated languages with customers and colleagues.

· The ability to learn and become experts in Thomson Reuters’ products and develop a sound understanding of the financial markets they serve.

· Willingness to undertake additional projects and responsibilities from time to time.

· Flexibility with work times – including rotational shift work.

Job: *Customer Service & Support Family Group

Organization: *F&R CO Customer Support

Title: Customer Support Executive D&A Eikon

Location: Philippines-Manila-Manila-PHL-Taguig-World Square

Requisition ID: JREQ087187