Customer Service Representative

Thomson Reuters

Customer Service Representative resolving phone, email, and chat inquiries for Thomson Reuters’ professional information and technology services. Managing accounts, billing, contracts, technical support, and customer retention.

Posted 8/21/2026full-timeHyderabad • 🇮🇳 IndiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer inquiry resolution, account maintenance, and contract interpretation while effectively collaborating with internal teams to enhance customer satisfaction and operational efficiency.

Highest-signal resume keywords

Customer Inquiry ResolutionAccount MaintenanceContract InterpretationCall Tracking Database UsageOperational Improvement Identification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ReconciliationBilling Inquiry ManagementComplex Issue ResolutionTechnical SupportPolicy Application

Soft Skills

Effective CommunicationCollaborationTime Management

Tools & Technologies

Call Tracking Database

Industry Keywords

Customer FeedbackOperational RisksCustomer SatisfactionCustomer RetentionHybrid Environment

About the role

Key responsibilities & impact

Respond to customer inquiries via phone, email, chat, and other channels
Handle address changes, account changes and updates, order status, product feedback, password assistance, and billing inquiries
Handle inquiries involving specific or complex products or customers
Ensure customer contacts align with Thomson Reuters brand and values to maintain satisfaction and retention
Analyze customer issues using policies and procedures and resolve them
Interpret customer contracts and assess downstream impact to mitigate recurring issues
Identify prospects for additional products and services and send leads to appropriate sales representatives
Assist field representatives with account maintenance
Log and classify all calls and assistance requests in the call tracking database
Collaborate with internal teams to maintain consistent and accurate customer information
Review customer feedback, identify operational improvements, and manage risks

Requirements

What you’ll need

Address account maintenance, billing inquiries, contract discrepancies, and overall account reconciliation
Manage multiple priorities and meet deadlines
Resolve complex issues independently and seek guidance when necessary
Stay updated on new technology developments and provide high-level technical support
Communicate effectively with internal and external stakeholders at various seniority levels
Collaborate with other teams to ensure consistent and accurate customer information
Identify operational improvement areas, review customer feedback, and manage identified risks
Experience handling customer inquiries via phone, email, and chat
Ability to use policies and procedures to resolve customer issues
Ability to interpret customer contracts and assess downstream impact
Ability to use call tracking databases
Ability to work in a hybrid environment

Benefits

Comp & perks

Flexible hybrid working environment with 2–3 days a week in the office depending on the role
Work from anywhere for up to 8 weeks per year
Flexible vacation
Two company-wide Mental Health Days off
Access to the Headspace app
Retirement savings
Tuition reimbursement
Employee incentive programs
Resources for mental, physical, and financial wellbeing
Two paid volunteer days off annually
Opportunities to get involved with pro-bono consulting projects and ESG initiatives
Career development, continuous learning, and skills development through Grow My Way programming
Flexible work arrangements
Reasonable accommodations for qualified individuals with disabilities and sincerely held religious beliefs