We are looking for a Customer Care Advisor (German-speaking) to join our Customer Care team (Patent & Trademark Renewals) in Belgrade. This is an amazing opportunity to work on PA within the Customer Care department. The team consists of approximately 15 people and is reporting to the Customer Care Managers. We have a great skill set in Belgrade Centre of Excellence and we would love to speak with you if you have excellent spoken and written English & German, have a positive and friendly demeanor, great problem-solving skills, and both confidence and poise in all customer interactions.
About You – Experience, Education, Skills, And Accomplishments
- Proficient level of German language
- Proficient level of English language
- 0-2 years of customer service experience
- Bachelor’s degree or equivalent work experience
It would be great if you also have...
- Previous long-standing business-to-business customer facing experience and strong customer orientation
- Basic knowledge of patent lifecycle
- Demonstrated attention to detail
- Capability of developing and maintaining positive customer and business relationships, and managing demanding customers
- Competent in MS Office 365, Excel, Word, PowerPoint, MS Teams, Outlook
What will you be doing in this role?
- Provide professional, efficient, high-quality service to a portfolio of customers on a day-to-day basis.
- 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 IP services and software products; guarantee customers receive a professional, efficient and courteous response to queries.
- Ensure appropriate turnaround times and response quality to meet customer targets and to align workflow with business objectives; ensure that customer profiles are kept up to date in order 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 permanent full-time position. The working hours would be standard EMEA working hours.
This is a hybrid position; you will be expected to work from our Belgrade office 3 days every other week.
We offer
- Holidays: 25 days paid leave per annum
- Private Health Insurance
- Paid Lunch
- Yearly Bonus
- Yearly Merit Plan
- My Learning Platform
- Fit Pass
- Life Insurance
- Accident Insurance
- Company bicycles for rent free of charge
Only shortlisted candidates will be contacted.