Are you passionate about the chance to bring your experience to a world-class company that is market-leading for both content and technology? Do you have experience working across the Japanese market? If yes, we are looking for you!
Based in Melbourne, we are looking for a Customer Support Representative who will support clients using our Confirmation products globally however, specifically focusing on our clients based in Japan.
This role will operate on a shift pattern (Monday to Friday) throughout the year: 9:30am – 6pm AEST / 10:30am – 7pm AEDT to match working hours of Japanese phone line (8:30 am - 5 pm Tokyo time).
About the Role
In this opportunity as a Customer Support Representative, you will:
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Respond to customer inquiries in both English and Japanese via phone and email.
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Concisely and accurately document information in our CRM system (Salesforce), paying particular attention to problem description, resolution taken, and any required follow-up action.
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Handle complex and/or specialized issues, resolving as many inquiries as possible on the first interaction. Solving complex issues may involve interpreting the needs of the customer to determine the most applicable resolution.
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Appropriately filter and escalate cases to other teams when appropriate (e.g. product, sales, technology, marketing, etc.).
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Track resolution progress, and actively keep customers informed with updates.
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Collect and forward customer feedback to facilitate continuous product improvement.
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Promote usage of our public help centre to users to encourage self-help on support queries
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Maintain up-to-date product knowledge of all supported products to facilitate the continued provision of quality guidance to customers.
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Maintain data in our CRM system to ensure the accuracy of active users and contacts.
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Ability to flex working hours to accommodate busy periods and react with increased productivity.
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Help the team achieve their performance key metrics through queue management and excellent customer service.
About You
You’re a fit for the role of Customer Support Representative if your background includes:
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Fluent written and verbal communication skills in Japanese and English.
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Minimum: 1 year experience in a customer facing position or equivalent experience desired.
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Experience in customer support via phones, emails or in person.
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Familiarity with the Microsoft office suite of software.
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Strong problem solving, analysis, design, and testing skills.
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Quick learner, eager to leverage new technologies in a dynamic team environment.
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Strong commitment to customers and proven experience owning issues to resolution.
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Work as part of a team & independently in a dynamic, fast-paced environment.
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What’s in it For You?
Join us to inform the way forward with the latest AI solutions and address real-world challenges in legal, tax, compliance, and news. Backed by our commitment to continuous learning and market-leading benefits, you’ll be prepared to grow, lead, and thrive in an AI-enabled future. This includes:
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Industry-Leading Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
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Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, and hybrid model, empowering employees to achieve a better work-life balance.
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Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
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Culture: Globally recognized and award-winning reputation for inclusion, innovation, and customer-focus. Our eleven business resource groups nurture our culture of belonging across the diverse backgrounds and experiences represented across our global footprint.
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Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
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Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
Accessibility
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
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More information about Thomson Reuters can be found on https://thomsonreuters.com.
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