Customer Care Advisor

2 weeks ago

Penang, Malaysia Clarivate Full time

CUSTOMER CARE ADVISOR - COMPUMARK CLIENT SERVICE

Customer Care Advisor is a trusted advisor who provides phenomenal world-class support and customer service to CompuMark clients in the Americas market as well as globally. The Customer Care Advisor is often the first point of contact for clients and provides consultative, customer delight-focused service relating to product information, price quotations, order entry, existing order inquiries, account administration, and other related activities.

The position requires exceptional customer service skills and a strong desire to be on a continual journey of learning. Mastery of spoken and written English, having a positive and friendly demeanor, great problem-solving skills, and both confidence and poise in all customer interactions, particularly via phone, is a must. Additional language skills are a plus especially French.

About You:
- Bachelor's degree or equivalent work experience.
- Basic knowledge of trademark, copyright & title preferred.

It would be great if you also had:
- Strong commitment to customer delight
- Excellent communication skills, both verbal and written
- Ability to speak to a customer by phone and type simultaneously while maintaining accuracy and conversation flow.
- Active listening skills and ability to tailor the approach based on the client.
- Ability to work through customer conflict and provide resolution using guidelines and judgment (no scripting)
- Must be well organized and exhibit a strong attentiveness to detail.
- Ability to be flexible and adaptable based on customer and business needs.
- Ability to establish priorities, manage work independently, and meet deadlines.
- Must have a working knowledge of Microsoft Office, particularly Outlook, Word, and Excel
- Able to work on 24 x 5 shift and ability to support 24 x 7 if required.

What will you be doing in this role?
- Uses a consultative approach when speaking with clients regarding new orders, existing orders, product questions, price quotations, and billing inquiries.
- Maintain a working knowledge of a large and complex suite of intellectual property research and monitoring products and be able to make recommendations based on client needs.
- Maintains up-to-date administrative client data in all business systems.
- Handles billing inquiries including questions, and invoice adjustments, and assists with the internal investigation regarding payment receipt and refunds.
- Displays a team-player attitude both within the Global Service department and when communicating and collaborating with other key departments including Sales, Search and Watch Operations, Finance, Content, and Product Management
- Uses critical thinking and problem-solving skills to find a resolution to complex external/internal inquiries.
- Exhibits an ability to multi-task in a dynamic environment and employ time and task management with mínimal supervision.
- Performs additional duties as needed.

About the Team

COMPUMARK provides the solution for trademark professionals worldwide to confidently create, expand and protect strong brands. CompuMark trademark solutions are powered by global content, innovative tools, industry-leading expertise, and best-in-class service. So, you can make critical decisions with certainty from brand creation to research and clearance to protection. Our client. Our clients are mainly from Law firms, In-house counsel, Paralegal, Pharma, and Entertainment industry.

Hours of Work

45 hours per week rotating between APAC and US shift hours including Saturday support permanently.

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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