Job Description

We are looking for a Customer Care Advisor to join our patent renewals team in Penang, Malaysia. The Customer Care Advisor is responsible to deliver front-end service and support for Clarivate Patent Renewal service customers. You will partner closely with our internal and external stakeholders to ensure smooth operation of the customer's patent maintenance process while reporting under Patent Annuities Team Lead and/or Manager. 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, having a positive and friendly demeanor, great problem-solving skills, and both confidence and poise in all customer interactions, particularly via emails and phone, are a must.

About You:-

• Minimum of 3 years equivalent and progressive work experience

• Basic knowledge of patent lifecycle & renewals knowledge preferred .Undergraduate degree from an accredited college/university required, law or science degree preferred.

It would be great if you also had:-

• Analytical and problem-solving skills

• Exceptional interpersonal communication skills

• Capable of developing and maintaining positive customer and business relationships, and manage demanding customers

• Desire to remain in and grow an exciting career within a dynamic, innovative company

• Demonstrate attention to detail

• Strong customer focus and proven record of exceptional service delivery

• Ability to work well under pressure

• Strong and effective communication skills: able to communicate clearly and concisely

• Languages: Excellent verbal and written communication skills are crucial in English.

• Competent in MS Office 365, Excel, Word, PowerPoint, MS Teams, Outlook etc. . Consistent, positive attitude and deep customer service orientation

What will you be doing in this role?

• Responsible for the day-to-day query management of a portfolio of customers and associated renewal activities

• Providing high-quality, professional, and efficient frontline service support to US-based customers

• Handles patent maintenance on behalf of customers including data updates which complies with all procedures without adding increased risk whilst maintaining a high quality of customer service

• Logs, responds and resolves queries via email and call

• Initiating improvements to renewal procedures which will increase growth and profitability of Clarivate.

• Collaborate with all areas of the business where/when necessary to meet customer expectations by ensuring adherence to the agreed or required service levels

• Resolve issues by responding promptly and efficiently to customer queries while managing their expectations

• Responsible for developing customer relationships that drive customer retention and customer satisfaction

• Assist team members with additional workloads/ad hoc tasks as deemed necessary by business/customer needs

• Ensure appropriate turnaround times and response quality to meet customer targets and to align workflow with business objectives

• Ensure that customer profiles are kept up to date

• Develop customer expert knowledge and familiarity with Clarivate's IP services and software products

• Occasionally be responsible for managing projects as assigned for existing customers

• Ready, willing and able to work during EST hours permanently

About the Team

The Patent Annuities team provides support exclusively to the US based customers by managing their patent portfolios for renewal purposes. Our customers are mainly based in the United States ranging from corporate offices, law firms and individual inventors. Our team mainly focuses on managing customers' expectations while keeping a high-level customer service.

Hours of Work

45 hours per week during EST hours permanently including Saturday and Sunday support.