Job Description

What will you be doing in this role?

Operational Excellence

• Usually support 2 to 4 major product lines or services
• First Point of Contact for all channels
• Tickets triage and "catch and dispatch"
• Knowledge article creation (needs to be validated)
• Knowledge Lead attribution and activities
• Ensure compliance with department and legal procedures and take immediate and appropriate action when needed
• Proactive in identifying any potential operational improvement opportunities and coverage gaps and flagging them to the Team Lead/Manager and/or (Senior) Product Specialist
• Responsible for contributing ideas and leading initiatives for improving services, systems, and processes

Customer Focus

• Builds & maintains relationships with relevant customer stakeholders
• Develops and maintain close customer relationships
• Proactively identifies when a customer is at risk and follow the adequate process by raising it to the relevant internal stakeholders

Collaboration with Business Partners

• Acts as a voice of the customer and report customer feedback to contribute to organizational learning
• Under supervision and validation of the Team Lead/Manager, is involved in collaboration with business partners across departments (resolver groups) outside from the standard workflow.
• Investigates, reports and documents straightforward customer issues and/or enhancement requests and ensures that both internal and external stakeholders are updated as appropriate.

Collaboration within Customer Care

• Solicit varying types of customer feedback to achieve customer service improvement

Skills & Attitude and Experience must haves...

Skills and Attitude

• Time management
• Well organized; establish priorities
• Client-focused
• Professional, efficient, high-quality, consultative, knowledgeable
• Problem solving skills
• Team-player attitude
• Strong attentiveness to detail
• Proficiency in written and spoken English (and any other language if required)
• Excellent communication skills, both verbal and written
• Consistent positive attitude
• Demonstration of empathy and emotional intelligence
• Ability to be flexible and adaptable to accommodate customer and business needs
• Work independently based on the established processes
• Exhibits an ability to work in a dynamic environment with minimal supervision
• Demonstrate Clarivate\xe2\x80\x99s company values at all times (value every voice, own your actions, aim for greatness)
• Curiosity and willingness to learn
• Proven ability to go above and beyond and demonstrate proactivity for the customer

Language Requirements: Mandarin and English

Experience

• Pre-Knowledge of Microsoft Office (Outlook, Word, Excel)
• Limited knowledge of related products and services

It would be great if you also had . . .

• Ability to see the big picture and to think outside of the box
• Exhibits an ability to work in a dynamic environment with minimal supervision
• Excellent presentation skills
• Commercial awareness
• Bachelor\'s degree
• Work experience in a B2B or B2C customer care environment
• Pre-Knowledge of CRM Tool (Salesforce or ServiceNow)...
• Pre-Knowledge of IVR Tool
• Advanced knowledge of Microsoft Office (Outlook, Word, Excel)
• 1-3 years of previous customer service experience within a business-to-business and/or business-to-customer setting

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

Clarivate