Customer Care Advisor

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, a positive and friendly demeanour, great problem-solving skills, and both confidence and poise in all customer interactions, particularly via phone, are essential. Additional language skills are a plus.

**Responsibilities**:

- Provide verbal and written responses to customer inquiries utilizing the Customer Relationship Management (CRM) 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 toll-gates
- Assume ownership of customer inquiries until resolution is provided to the 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
- 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

**Skills and Experience**:

- Undergraduate degree from an accredited college/university required, science degree preferred
- 1-3 years of customer service experience
- Analytical, troubleshooting and decision-making skills
- Strong interpersonal skills in dealing with people at all levels
- Excellent writing, phone handling, communication and problem-solving skills
- Exceptional English language skills, including a clear, crisp, easily understood, direct but pleasant communication style
- Ability to communicate with poise and confidence, working through complex issues
- Proven customer service skills including acting with urgency, being proactive, thinking like a client, following up and following through, and never settling for delays or a less-than-great experience
- Excellent presentation/training skills
- Attention to detail and ability to multitask while maintaining a sense of urgency
- Consistent, positive attitude and deep customer service orientation
- Ability to think logically, critically, quickly and strategically to solve issues
- Ability to meet departmental deadlines and use effective organization and planning skills
- Desire to remain in and grow an exciting career within a dynamic, innovative company
- Competency in MS Office 365, in particular Excel, Word, PowerPoint, MS Teams, and Outlook

**What will you be doing in this role?**
- Provide verbal and written responses to customer inquiries utilizing the Customer Relationship Management (CRM) system, ensuring that customer inquiries are handled correctly and following 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 the customers’ satisfaction
- Replicate customers’ technical/product issues to provide appropriate steps for resolution
- Maintain a high level of knowledge about products and new product releases through participation in product training and go-to-market launch activities

**Hours of Work**

This is a full-time position with rotational shifts between EMEA & US. This is a hybrid position working in the office 3 days every week.

At Clarivate, we are committed to providing equal employment opportunities for all qualified 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.