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Editorial Helpdesk Lead

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Media & Journalism
  • Manila

AI generated summary

  • You need a Bachelor's degree, 5+ years in customer service management, fluency in English, strong communication skills, familiarity with CRM tools, and flexibility for various shifts.
  • You will lead the helpdesk team, manage incidents, enhance customer satisfaction, analyze performance, conduct meetings, coach staff, and implement improvements while ensuring service quality.

Requirements

  • Bachelor’s degree required with equivalent work experience; Journalism and/or Mass Communication is a plus.
  • 5+ years of experience in customer service management, preferably in an editorial or publishing environment.
  • Fluency in English speaking, reading, and writing; additional language skills beyond English are a plus.
  • Good understanding of the customer, customer needs, and priorities.
  • Communicates information clearly, asks questions, and checks for understanding and with strong analytical and problem-solving skills.
  • Familiar with CRM tools, Outlook, Office 365, and Power BI, Knowledge of editorial processes and products is a plus.
  • Amenable to working any shift schedule (Morning, Mid shift, and Night shift).

Responsibilities

  • Lead and develop the helpdesk team, including selecting, training, and evaluating personnel to ensure efficient operations.
  • Establish and implement editorial helpdesk procedures and best practices.
  • Manage high-severity incidents and coordinate communication for critical issues and act as a liaison between customers and the editorial desk, ensuring seamless communication and problem resolution.
  • Handle escalated complaints and expedite service and repairs to maintain customer satisfaction and manage the overall customer service experience to support customer retention and enhance Thomson Reuters brand values.
  • Monitor and ensure service quality targets are met in accordance with agreed Service Level Agreements (SLAs).
  • Implement proactive service initiatives based on identified service and customer trends and collaborate with resolution teams to address major, elusive, or recurring issues affecting customer satisfaction.
  • Work cross-functionally to develop and implement performance improvement programs and provide comprehensive quality analysis and reporting to leadership, highlighting key performance drivers.
  • Start the day by reviewing incident reports and service metrics.
  • Conduct a brief team meeting to discuss priorities and ongoing issues.
  • Monitor real-time helpdesk performance and adjust staffing as needed.
  • Respond to escalated customer complaints, providing high-level support.
  • Collaborate with the editorial team to address content-related queries.
  • Analyze trending issues and develop proactive solutions.
  • Meet with cross-functional teams to improve service processes.
  • Review and approve knowledge base articles for accuracy.
  • Conduct one-on-one coaching sessions with team members.
  • Prepare and present weekly performance reports to management.
  • Evaluate and implement new support technologies or tools.
  • Handle critical incident management for high-severity issues.
  • Develop and refine standard operating procedures.
  • Participate in customer feedback sessions to gather insights.
  • End the day by planning for upcoming shifts and potential challenges.

FAQs

What is the role of the Editorial Helpdesk Lead?

The Editorial Helpdesk Lead is responsible for managing editorial customer service operations, overseeing a team of support professionals to ensure high-quality assistance for editorial products and services.

What qualifications are required for this position?

A Bachelor's degree is required, preferably in Journalism or Mass Communication, along with 5+ years of experience in customer service management, preferably in an editorial or publishing environment.

What skills are important for the Editorial Helpdesk Lead?

Important skills include team leadership, process optimization, strong analytical and problem-solving skills, and familiarity with CRM tools, Outlook, Office 365, and Power BI.

What types of issues will the Editorial Helpdesk Lead manage?

The Editorial Helpdesk Lead will manage high-severity incidents, coordinate communication for critical issues, handle escalated complaints, and work to ensure customer satisfaction.

Is fluency in languages other than English a requirement?

Fluency in English is required, and additional language skills beyond English are considered a plus.

What is the work schedule for this position?

The position is amenable to working any shift schedule, including morning, mid-shift, and night shifts.

What initiatives will the Editorial Helpdesk Lead implement?

The Editorial Helpdesk Lead will implement proactive service initiatives based on customer trends, develop performance improvement programs, and refine standard operating procedures.

What does a typical day look like for the Editorial Helpdesk Lead?

A typical day includes reviewing incident reports, conducting team meetings, responding to escalated complaints, analyzing issues, and preparing performance reports for management.

Are there opportunities for professional development?

Yes, employees have access to LinkedIn Learning, a talent marketplace for cross-company projects, and other professional growth resources.

What type of company culture does Thomson Reuters promote?

Thomson Reuters promotes an inclusive culture focused on diversity, equality, and social impact, while maintaining a commitment to work-life balance and employee wellbeing.

Entertainment & Media
Industry
10,001+
Employees
2008
Founded Year

Mission & Purpose

Thomson Reuters is the world’s leading provider of news and information-based tools to professionals. Our worldwide network of journalists and specialist editors keep customers up to speed on global developments, with a particular focus on legal, regulatory and tax changes. Our customers operate in complex arenas that move society forward — tax, law, compliance, government, media. In a disruptive digital age, we help professionals reinvent themselves. Thomson Reuters shares are listed on the Toronto and New York Stock Exchanges (symbol: TRI).