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 23 people and is reporting to the Customer Care Senior 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 accomplishmentsUndergraduate degree from an accredited college/university required, Science degree preferred1-3 years of customer service experienceAnalytical, troubleshooting, and decision-making skillsStrong interpersonal skills in dealing with people at all levelsExcellent writing, phone handling, communication, and problem-solving skillsExceptional English and Mandarin language skills including a clear, crisp, easily understood, direct but pleasant communication style to support our Global and China based customersAbility to communicate with poise and confidence working through complex issuesProven 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 experienceAttention to detail and ability to multitask and while maintaining a sense of urgencyConsistent, positive attitude and deep customer service orientationAbility to think logically, critically, quickly and strategically to solve issuesAbility to meet departmental deadlines and use effective organization and planning skillsDesire to remain in and grow an exciting career within a dynamic, innovative companyIt would be great if you also had . . .Experience with the usage of Web of Science, InCites, Master Journal List or Web of Science Researcher ProfileWhat will you be doing in this role?Provide verbal and written response in English or Mandarin to customer inquiries utilizing the Customer Relationship Management (CRM) system, ensuring that customer inquiries are handled correctly and follow all processes, procedures and best practicesEfficiently resolve customer problems and/or questions related to products and services, in a professional, accurate, courteous, and timely mannerDelight customers with exceptional service skills and a can-do attitude with every interactionComplete and demonstrate a progressive understanding of the training requirements and pass all new-hire onboarding programs and toll-gatesAssume ownership of customer inquiries until resolution is provided to customers\xe2\x80\x99 satisfactionReplicate customers\xe2\x80\x99 technical/product issues to provide appropriate steps for resolutionInterpret and analyze customer needs to resolve inquiries and improve product utilizationMaintain a high level of knowledge about products and new product releases through participation in product training and go-to-market launch activitiesBe 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 voiceAbout the TeamThe Web of Science Customer Care team consists of 23 team members today and 3 Product Specialists. We have team members geographically spread across the Penang, India, London, and United States supporting the customers 24/7 globally.Hours of WorkThe 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