Customer Care Advisor

We're hiring a Customer Care Advisor to join our Global Customer Care Team.
A Customer Care Advisor is responsible for providing exceptional customer service and support to internal and external customers. As the initial point of contact, they address customer queries, troubleshoot common issues, and assist customers in resolving problems related to Clarivate's products or services. Customer Care Advisors work across various communication channels, such as phone and email to assist customers in a prompt, professional, and friendly manner.

About You – Experience, Education, Skills, And Accomplishments

• 0-2 years of customer service experience
• Proficient level of English language
• Bachelor's degree or equivalent work experience
• Proficient in Microsoft Office, particularly Outlook, Word and Excel

It would be great if you also have…

• Basic analytical and problem-solving skills
• Ability to work well under pressure
• Excellent written and verbal (face-to-face and phone) communication and problem-solving skills
• Ability to work through customer conflict and provide resolution using provided guidelines and judgement

What will you be doing in this role?

• Acts as a first point of contact and provides verbal and written responses to customer inquiries via multiple communication channels (phone, email) utilizing the Customer Relationship Management (CRM) and/or IT Service Management (ITSM) system, ensuring that customer inquiries are handled correctly and follow all processes, procedures and best practices
• Efficiently resolve customer inquiries and requests related to products and services in a professional, accurate, courteous and timely manner using various communication channels (phone, email, chat)
• Maintain and document detailed customer interactions as well as ensure appropriate turnaround times and response quality to meet customer agreements
• Prioritize and resolve issues while handling sensitive situations with customers and escalating complaints and sensitive topics to a manager, next tier of service and/or relevant department
• Display a team-oriented and positive attitude both within the Customer Care department and when communicating and collaborating with different stakeholders to foster internal relationships with relevant departments
• Participates in internal mentorship programs when needed, to assist in developing confident and motivated staff and ensure customers receive a consistently high-quality service
• Assist team members with additional workloads as deemed necessary by business/customer needs
• Proactively identifies when a customer is at risk and follows the adequate process by raising it to the relevant internal stakeholders
• Investigate, report and document straightforward customer issues and/or enhancement requests and ensure that both internal and external stakeholders are updated as appropriate
• Demonstrate Clarivate's company values at all times
• Act as a voice of the customer and report customer feedback to contribute to organizational learning and ensure best practice is coordinated across the organization

About The Team
Our team consists of 700+ individuals located across the globe. Our primary focus is to ensure our customers receive 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 long-term contract, working hours 2pm CET- 10pm CET.

This is a hybrid position working in the office 3 days every other week.

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

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.