Customer Care Advisor

Job Description

Customer Care Advisor is part of the overall Global Customer Service organization. This position will provide support for customer queries on Clarivate Analytics products within the assigned area(s) of expertise. The core responsibility is to support all incoming product and technical customer cases via phone, email, web form or live chat. Cases mainly involve some "how-to" questions, content and data questions, product navigation, simple training, research support, configuration changes, and technical troubleshooting. Customer Care Advisors are responsible for delivering timely, accurate, and value-added customer service to all internal, external, and prospective 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, 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 analyse 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 and prefer Life Science and healthcare background
• 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. This is a hybrid position working in the office 3 days every week.