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
- 0-2 years of customer service experience
- Exceptional English (B2/C1) language skills including a clear, crisp, easily understood, direct but pleasant communication style
It would be great if you also have...
- Undergraduate degree form an accredited college or university
- Competent in MS Office 365, Excel, Word, PowerPoint, MS Teams, Outlook etc.
- 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, working hours 2pm CET- 10pm CET or 3pm CET- 11pm CET
This is a hybrid position working in the office 3 days every other week
We Offer:
- Private health insurance
- Paid lunch
- Yearly bonus
- Yearly merit plan
- My Learning platform
- Life Insurance and Accident Insurance
- FitPass
- Mental health care - Psychotherapy sessions
- Company bicycles for rent free of charge
- 25 days of annual leave
Only shortlisted candidates will be contacted.
At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.