Senior Customer Care Advisor

We are looking for a Senior Customer Care Advisor to join our team.The Sr. Customer Care Advisor (Sr. CCA) - Patent Annuities and Trademark Maintenance is part of the overall Customer Care organization. The Sr. CCA is responsible for delivering excellent customer service and support for customers who use Clarivate’s Patent Annuity and/or Trademark Maintenance services.About You – experience, education, skills, and accomplishmentsBachelor’s degree or equivalent2 to 4 years of relevant experienceWhat will you be doing in this role?Responsible for the day-to-day query management of a portfolio of customersCollaborate with all areas of the business where/when necessary to meet customer expectations by ensuring adherence to the agreed or required service levels.Ensure compliance with department and legal procedures and take immediate and appropriate action when risks arise.Develop customer expert knowledge and familiarity of Clarivate’s IP services and software products.Guarantee customers receive a professional, efficient, and courteous response to queries.Develop a successful working relationship between Clarivate’s local and global teams.Occasionally be responsible for managing projects as assigned for existing customers.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.  Ensure appropriate turnaround times and response quality to meet customer targets and to align workflow with business objectives.Embrace initiatives to reduce manual exceptions/work around to facilitate a more seamless partnership with customers.Ensure that customer profiles are kept up to date to provide the relevant areas of the business with current information.About the teamYou’ll be reporting to the Manager, Customer CareYou’ll be part of global team distributed across the globeHours of WorkThis is a permanent full-time position of 37.5 hour per week, hybrid going to our office 2-3 times per week.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.