Product Support Representative-patm

**Customer Care Advisor - Patent Annuities**

**Job Title**:Customer Care Advisor - Patent Annuities

**Location**: Penang, Malaysia

**Department: Customer Care - **Operations

**Reports to**:Customer Care Manager, Penang Center of Excellence

**About Clarivate**:
We employ more than 8500 colleagues in 43 countries. Clarivate is a public company. We are listed on the New York Stock Exchange under the tickers NYSE: CCC; CCC.WS.

Clarivate is looking to stand up a world-class Customer Service organization with team members who have the perfect blend of strategic and creative thinking to support our global customers.

**Purpose of Position**:
The Customer Care Advisor (CCA) - Patents Annuities is part of the overall Global Customer Care organization. The CCA is responsible to deliver front end service and support for Clarivate Patent Renewal service customers.

The position requires exceptional customer service skills and a strong desire to be on a continual journey of learning a variety of products, content types and customer “personas”. 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, are a must. Additional language skills are a plus.

**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 is required.
- Fresh Graduates are encouraged. Law Degree or Customer Service will be an advantage
- Willing to work in a 24 x 7 support in the future
- 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
- Language: Excellent verbal and written communication skills are crucial in English
- Desire to remain in and grow an exciting career within a dynamic, innovative company

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.