Customer Care Advisor-1

5 months ago

Penang, Malaysia Clarivate Full time

About You - experience, education, skills, and accomplishments- Minimum 2 years of people management experience and customer service experience.- Strong verbal and written communication skills.- Work with minimum supervision.

It would be great if you are...- Independent in decision-making, adaptability to change, and a capability for innovating processes.- Team player, ready to collaborate with colleagues to achieve common goals.- Agility, quick wit, and resilience in the face of change.- Proficient in optimizing customer support teams to enhance overall satisfaction.- Empathetic and patient, with a genuine desire to help customers.- Attentive to detail and able to provide accurate information.- Proactive in addressing customer needs and resolving issues.

What will you be doing in this role?- Provide a verbal and written response to customer inquiries utilizing the Customer Relationship Management (CSF) system, ensuring that customer inquiries are handled correctly and follow all processes, procedures, and best practices.- Efficiently resolve customer problems and/or questions related to products and services in a professional, accurate, courteous, and timely manner.- Delight customers with exceptional service skills and a can-do attitude with every interaction.- Complete and demonstrate a progressive understanding of the training requirements and pass all new-hire onboarding programs and tollgates.- Assume ownership of customer inquiries until resolution is provided to customers' satisfaction.- Replicate customers' technical/product issues to provide appropriate steps for resolution.- Interpret and analyze customer needs to resolve inquiries and improve product utilization.- Maintain a high level of knowledge about products and new product releases through participation in product training and go-to-market launch activities.- Reproduce Technical and/or Product issues and work with Engineers to resolve them by either establishing a workaround or a solution.- Be a great team player with your customer service colleagues, our Sales and Account. Management partners, and key internal stakeholders. Rigorously uphold our core values: Aim for greatness, value every voice and own your actions.

About the Team

Welcome to the forefront of innovation, right here in Penang At our leading corporation, we provide world-class services that redefine user experiences. EndNote, our flagship software referencing manager, empowers users worldwide to effortlessly build citations and bibliographies for their research endeavours.

Every day, our dedicated agents, spanning more than 40 countries across 6 continents, go above and beyond to ensure customer satisfaction reaches new heights. Here's what you can expect from us:
- Receive insightful advice and hands-on technical support delivered with a friendly touch.- Experience rapid diagnosis of product issues, coupled with patient and compassionate explanations.- Engage in a feedback loop that keeps our customer service relevant and cutting-edge.

Hours of Work

This is an onsite role requiring the employee to work 5 days per week, with a rotational shift schedule of 9 hours each day, inclusive of breaks, as per the prescribed shift roster. The employee may be required to work permanent night shifts or rotational shifts, as well as weekends, with advance notice of one month, based on business needs.

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.

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