Customer Care Advisor (US shift)
Job Description
We’re hiring a Customer Care Advisor to join our Global Customer Care Team.
A Customer Care Advisor is responsible for providing exceptional customer service and support to internal and external customers. As the initial point of contact, they address customer queries, troubleshoot common issues, and assist customers in resolving problems related to Clarivate's products or services. Customer Care Advisors work across various communication channels, such as phone and email to assist customers in a prompt, professional, and friendly manner
About You – experience, education, skills, and accomplishments
Proficient level of English language
Bachelor’s degree and/or equivalent work experience
Proficient in Microsoft Office, particularly Outlook, Word and Excel
It would be great if you also have…
Previous experience in customer facing roles
Good analytical skills
What will you be doing in this role?
Acts as a first point of contact and provides verbal and written responses to customer inquiries via multiple communication channels (phone, email) utilizing the Customer Relationship Management (CRM) and/or IT Service Management (ITSM) system, ensuring that customer inquiries are handled correctly and follow all processes, procedures and best practices
Efficiently resolve customer inquiries and requests related to products and services in a professional, accurate, courteous and timely manner using various communication channels (phone, email, chat)
Maintain and document detailed customer interactions as well as ensure appropriate turnaround times and response quality to meet customer agreements
Prioritize and resolve issues while handling sensitive situations with customers and escalating complaints and sensitive topics to a manager, next tier of service and/or relevant department
Display a team-oriented and positive attitude both within the Customer Care department and when communicating and collaborating with different stakeholders to foster internal relationships with relevant departments
Participates in internal mentorship programs when needed, to assist in developing confident and motivated staff and ensure customers receive a consistently high-quality service
Investigate, report and document straightforward customer issues and/or enhancement requests and ensure that both internal and external stakeholders are updated as appropriate
About the Team
Our team consists of 700+ individuals located across the globe. Our primary focus is to ensure our customers receive best-in-class service experience using our products. We achieve this through our focus on proactive/preventative measurements, attention to detail, goal setting and clear communication.
Benefits:
Holidays: 25 days paid leave per annum
Private Health Insurance
Paid Lunch
Yearly Bonus
Yearly Merit Plan
My Learning Platform
Fit Pass
Life Insurance
Accident Insurance
Company bicycles for rent free of charge
Hours of Work
This is a full-time position, with US working hours (2 pm – 10 pm and 3 pm – 11 pm Serbia time). This is a hybrid position working in the office for a minimum of 3 days every other week.
Please note that only shortlisted candidates will be contacted
#LI-Hybrid
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.