Senior Customer Care Advisor

2-4 years
10 days ago
Job Description

We are looking for a Senior Customer Care Advisor to join our service account management team in Penang, Malaysia. This is an amazing opportunity, reporting to Customer Care Senior Manager.

This role is responsible for developing long-term customer relationships that drive customer retention, portfolio expansion and overall satisfaction.

About You - experience, education, skills, and accomplishments

  • Bachelor's degree or equivalent
  • 2 years of relevant experience in a customer care environment
  • Ability to speak, read & write in Japanese, English, and Chinese

It would be great if you also had . . .

  • Experience in customer service
  • Strong interpersonal skills engaging with individuals at all levels
  • Ability to work through customer conflict and provide resolution using provided guidelines and judgement
  • Ability to learn new products quickly and to adapt to changes in delivered services

What will you be doing in this role

  • Acts as primary escalation point for customers facing complex issues, referring queries to more specialized colleagues or teams as necessary
  • Applies developed product or service knowledge to resolve a high number of queries with greater efficiency and level of autonomy within the Customer Care team.
  • Mentors less experienced colleagues and assists with colleague training and onboarding. Investigates, reports and documents customer issues and/or enhancement requests.
  • Contributes ideas for improving services, systems, and processes and eliminating coverage gaps
  • Acts as a voice of the customer and reports customer feedback to contribute to organizational learning and best practices.

About the Team

The APAC Customer Care team is a team of 10 today and growing. The team is geographically spread across China, Japan and Korea. It's an exciting time to join the Customer Care team at Clarivate as we are in growth mode.

Hours of Work

This is a full time & permanent position.

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.

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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