Account Support Representative-account Support

**Account Support Representative**

**Job Title**:Account Support Representative

**Location**: Penang

**Department**:Operations / Customer Care

**Reports to**:Manager, Customer Care

**About Clarivate**:
We employ more than 6000 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.

Clarivate Analytics is a global leader in providing trusted insights and analytics to accelerate the pace of innovation. We deliver critical data, information, workflow solutions, and deep domain expertise to innovators worldwide.

**Purpose of Position**:
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, are a must. Additional language skills are a plus.

**Responsibilities**:

- Provide verbal and written response 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 account inquiries and disputes 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 customer's satisfaction
- Research customer accounts to provide appropriate steps for resolution
- Interpret and analyze customer needs to resolve inquiries
- Maintain a high level of knowledge about billing and payment policies and procedures
- 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 or university required
- Fresh Graduates
- Willing to work on a 24 x 7 environment
- 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 and 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

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.