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 ScholarOne. The team consists of 13 Customer Care Advisors and is reporting to the Customer Care Manager.

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

Undergraduate degree from an accredited college/university required, science degree preferred.

1+ 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 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, Latex or Publons.

What will you be doing in this role?

Provide verbal and written response 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 tollgates.

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, value every voice, and own your actions.

About the Team

The ScholarOne product support team consists of 13 team members today and 5 Product Specialists. We have team members geographically spread across the Penang and Belgrade supporting the customers globally.

Hours of Work

45 hours per week on US shift hour including Saturday or Sunday support, Full time permanent position based in Penang.

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