Entry Level Customer Care Advisor
Clarivate is seeking a dynamic Customer Care Advisor to join our global Customer Care team supporting our Intellectual Property division! In this role, you will ensure customer satisfaction is maintained at a high level by resolving customer issues a timely and efficient manner. Utilizing your strong analytical and problem-solving skills, you will develop and implement customer care strategies to enhance customer retention and loyalty.
About You – experience, education, skills, and accomplishments
- Bachelor's degree from an accredited college or university
It would be great if you also have . . .
- 1+ year(s) of customer service experience
- Experience in MS Office 365, Excel, Word, PowerPoint, MS Teams, Outlook etc.
- Languages: Excellent verbal and written communication skills are crucial in English
- Ability to work well under pressure.
- Basic analytical and problem-solving skills
What will you be doing in this role?
- Responsible for the day-to-day query management of a portfolio of customers and associated renewal activities
- Collaborate with all areas of the business where/when necessary to meet customer expectations by ensuring adherence to the agreed or required service levels.
- Ensure compliance with department and legal procedures and take immediate and appropriate action when risks arise.
- Develop customer expert knowledge and familiarity of Clarivate’s services and software products.
- Guarantee customers receive a professional, efficient, and courteous response to queries.
- Develop a successful working relationship between Clarivate’s local and global teams.
- Occasionally be responsible for managing projects as assigned for existing customers.
- Assist team members with additional workloads as deemed necessary by business/customer needs.
- Ensure appropriate turnaround times and response quality to meet customer targets and to align workflow with business objectives.
- Embrace initiatives to reduce manual exceptions/work around to facilitate a more seamless partnership with customers.
- Ensure that customer profiles are kept up to date to provide the relevant areas of the business with current information.
About the Team
Our team consists of 700+ individuals located across the globe. Our primary focus is to ensure our customers receive a best-in-class service experience using our products. We achieve this through our focus on proactive/preventative measurements, attention to detail, goal setting and clear communication.
Hours of Work
This is a full-time position, primarily working core business hours in your time zone, with flexibility to adjust to various global time zones as needed.
This is a hybrid position working in the office 2-3 days a week.
Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled