Customer Care Advisor

Job Description Clarivate is seeking a dynamic Customer Care Advisor to join our global Customer Care team. 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 Minimum 1 year of customer service experience It would be great if you also have . . . 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 Clarivate™ is a global leader in providing solutions to accelerate the lifecycle of innovation. Our bold mission is to help customers solve some of the world’s most complex problems by providing actionable information and insights that reduce the time from new ideas to life-changing inventions in the areas of science and intellectual property. We help customers discover, protect and commercialize their inventions using our trusted subscription and technology-based solutions coupled with deep domain expertise. For more information, please visit clarivate.com.