We are excited to bring on a new Customer Care Advisor to join our growing team at Clarivate! As a vital member of our global team, you will serve as the first point of contact for students and administrators by researching and responding to customer inquiries, resolving issues, and ensuring a high standard of customer service throughout the dissertation and thesis publishing process, from submission to final printing.
You will use exceptional verbal and written communication skills to clearly and effectively explain concepts and processes to customers. As a true initiative taker, you will proactively follow up on customer service requests received via phone, e-mail, and chat while prioritizing and managing cases in a ticketing system for efficient and prompt resolution. Working in collaboration with internal teams and external vendors, you will investigate, document, and report customer issues and enhancement requests.
About You – experience, education, skills, and accomplishments…
Bachelor’s degree and 1+ year(s) of related customer service experience, AND/OR equivalent combination of education and experience
Experience in a high-volume customer service organization
Proven skills with MS Office suite of products
It would be great if you also had…
Experience working in a global organization partnering with university administrators and teammates
1+ year(s) of experience in a software application support role, or as a systems librarian or other technical librarian role
Experience working with libraries or in higher education
Experience working with Salesforce or similar platforms
Ability to learn new software products quickly and to adapt to changes in delivered services
Excellent interpersonal, multi-tasking, and prioritization skills
Strong analytical skills (system analysis, troubleshooting, etc.)
What will you be doing in this role?
Provide proactive, seamless customer support in partnership with other internal departments and external vendors
Respond to customer inquiries with a high degree of professionalism
Provide documentation of responses that can serve as a guide for future questions
Actively participate in product discussions, working closely with senior members of the team to optimize the customer experience
Author and maintain product support collaterals as needed to enhance product adoption and usage, including FAQ’s, Technical Tips, technical/functional specifications, etc.
About the Team
Our global team supports the efforts of students and researchers across the globe. Providing important research tools and curating treasure troves of content has helped Clarivate become an industry leader in the Information Services market. We work hard and have fun doing it. If you take pride in providing excellent customer service in a collaborative environment, please consider joining our talented team!
Hours of Work
This is an onsite role requiring the employee to work 5 days per week, with a rotational shift schedule of 9 hours each day, inclusive of breaks, as per the prescribed shift roster. The employee may be required to work permanent night shifts or rotational shifts, as well as weekends, with advance notice of one month, based on business needs.
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.