Customer Service Advisor

5 days ago


Penang, Malaysia Clarivate Full time

Responsibilities:

- Provide professional, efficient, high quality service to a portfolio of (key) renewals customers on a day-to-day basis
- 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 IP 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
- Understand and adhere to ISO 9001 processes at all times
- Ensure that customer profiles are kept up to date in order to provide the relevant areas of the business with current information

Skills and Experience:

- Undergraduate degree from an accredited college/university required, legal or business degree preferred or a minimum of 3 years equivalent and progressive work experience
- Basic knowledge of patent lifecycle & renewals knowledge preferred
- Previous long-standing business-to-business customer facing experience and strong customer orientation
- Consistent, positive attitude and deep customer service orientation
- Interpersonal skills: capable of developing and maintaining positive customer and business relationships, and manage demanding customers
- Demonstrated attention to detail
- Ability to work well under pressure
- Basic analytical and problem-solving skills
- Strong and effective communication skills: able to communicate clearly and concisely
- Competent in MS Office 365, in particular Excel, Word, PowerPoint, MS Teams, Outlook etc.
- Capability to develop a thorough knowledge of CPA Global's services
- Languages: Excellent verbal and written communication skills are crucial in German and English, plus French or Italian depending on the accounts that are serviced by the CSA
- Desire to remain in and grow an exciting career within a dynamic, innovative company

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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