Customer Care Advisor

1-3 years
18 days ago 1 Applied
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 - experience, education, skills, and accomplishments

  • An undergraduate degree from an accredited college/university is required, a 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 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 satisfaction

  • Replicate customers 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.




product utilization
technical issues
organization and planning
Job Source:

Clarivate is an American publicly traded analytics company that operates a collection of subscription-based services, in the areas of bibliometrics and scientometrics&#x3B; business / market intelligence, and competitive profiling for pharmacy and biotech, patents, and regulatory compliance&#x3B; trademark protection, and domain and brand protection.In the academy and the scientific community, Clarivate is known for being the company which calculates the impact factor, using data from its Web of Science product family, that also includes services/applications such as Publons, EndNote, EndNote Click, and ScholarOne. Its other product families are Cortellis, DRG, CPA Global, Derwent, MarkMonitor, CompuMark, and Darts-ip, and also the various ProQuest products and services.

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