Customer Care Advisor – US Shift

2 days ago

Belgrade, Central Serbia Clarivate Full time €15,000 - €30,000 per year

We are looking for an English-speaking
Customer Care Advisor (Entry-level)
to join our Customer Care team in Belgrade. This is an amazing opportunity to work with Intellectual Property within the Customer Care department. 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
, have a positive and friendly demeanor, great problem-solving skills, and both confidence and poise in all customer interactions. Please note that this is an
18-month fixed-term
position covering maternity leave, with working hours from
2:00 PM
to
1
0:00 PM.
About You – Experience, Education, Skills, And Accomplishments

  • Proficient level of English language
  • 0-2 years of customer service experience
  • Bachelor's degree or equivalent work experience in a customer-facing role

It would be great if you also have . . .

  • Previous long-standing business-to-business customer-facing experience and strong customer orientation
  • 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?

  • Acts as the first point of contact for assistance via phone, e-mail, chat, or customer service systems.
  • Uses customer service skills and product knowledge to resolve cases that are driven by a standard set of variables.
  • Escalates more complex or unique issues to senior staff and ensures appropriate communication with customers.
  • Gathers information from customers to accurately diagnose and understand issues, documenting detailed support requests.
  • Maintains and documents detailed customer interactions. Proactively identifies when a customer is at risk and follows the adequate process by raising it to the relevant internal stakeholders.

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.

Benefits

  • 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

Hours of Work
This is an
18-month fixed-term
position covering maternity leave, with full-time working hours from 2:00 PM to 10:00 PM in the CET time zone.

This is a
hybrid position
, you will be expected to work from our Belgrade office 3 days every other week.

Please note that only shortlisted candidates will be contacted.
At Clarivate, we are committed to providing equal employment opportunities for all qualified 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.

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