Client Service Advisor

3 weeks ago

Penang, Malaysia Clarivate Analytics Full time

**Job Title**:Product Support Representative, Darts-ip

**Department**:Customer Care

Position Summary

Duties & Responsibilities

Duties and responsibilities for this role include (but are not limited to) the following:

- Provide support and client need focused consultative service users
- Handle customer queries including search strategy, data content, and product matters
- Perform a wide range of technical troubleshooting activities independently and works closely with Information Technology to resolve advanced technical incidents
- Actively seek customer feedback for product, service and system improvements. Act as the voice of the customer by sharing customer feedback with relevant departments daily
- Partner with Customer Success managers to ensure all clients’ needs are met. Participate in employee onboarding programs by training new colleagues
- Conduct quality review and user acceptance testing of new products and enhancements
- Respond to client inquiries about the terms of their subscription contracts and user access
- Collaborate with other departments on administrative tasks, billing and invoicing questions whenever needed
- Be a great team player with your Customer Care colleagues, our Sales and Account Management partners, and other key internal stakeholders. Rigorously uphold our core values: Aim for greatness, value every voice and own your actions

Required Skills and Experience
- Prior experience in a customer-facing role preferred
- Excellent writing, phone handling, interpersonal communication and problem-solving skills
- Active listening skills and ability to tailor approach based on client needs
- Analytical, troubleshooting and decision-making skills
- Ability to work through customer conflict and provide resolution using guidelines and judgement (no scripting)
- Ability to be flexible and adaptable based on customers’ and business needs
- Well organized and strong attentiveness to detail
- Ability to establish priorities, manage work independently, and meet deadline
- Fluency in English, both spoken and written is required.
- Legal background preferred, ideally in intellectual property law - Bachelor’s degree or equivalent work experience preferred

It is the policy of Clarivate to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, pregnancy, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Clarivate will provide reasonable accommodations for qualified individuals with disabilities.

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