Job Description

We are looking for a Customer Care Advisor to join our Customer Care in Penang. This is an amazing opportunity to work on Web of Science. The team consists of 22 people and is reporting to the Customer Care Manager and two Team Leads.

This role has great influence on customer satisfaction. Handles customer inquiries via phone, email or chat regarding technical issues with software, hardware, online or electronic products. This includes keeping a clear and active focus on inquiry resolution and ensuring that all the necessary action is taken to resolve a customer\'s inquiry. Provide service in a professional and courteous manner.

About You \xe2\x80\x93 experience, education, skills, and accomplishments

An undergraduate degree from an accredited college/university is required, a 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 while 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 would be great if you are . . .

Experience with the usage of Web of Science, InCites, Master Journal List or Web of Science Researcher Profile

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 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 customers\xe2\x80\x99 satisfaction

Replicate customers\xe2\x80\x99 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, Own your actions, and Value every voice

About the Team

The Web of Science Customer Care team consists of 22 team members today and 3 Product Specialists. We have team members geographically spread across Penang, India, London, and the United States supporting the customers 24/7 globally.

Hours of Work

The Company operates 7 days a week, twenty-four hours a day. You will be expected to attend the office and work during the hours assigned to you which may include night shifts. You will be required to work 5 days a week and your weekly off may not necessarily be on Saturday and Sunday

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