Customer Care Advisor

We are looking for a Customer Service Advisor to join our Customer Care Team in Beijing/Shanghai/Shenzhen/Taipei office. This is an amazing opportunity to work on Patent Renewals with teams across the world and support industry-leading customers to keep IP assets safe.  The team consists of 10 people and is reporting to the Senior Manager responsible for Greater China region.About You – experience, education, skills, and accomplishments  At least 1 year experience in IP firm or relevant background is essential.Strong customer focus and proven record of exceptional service deliveryWell organized and demonstrated attention to detailBachelor’s degree or equivalentFluent in English, MandarinIt would be great if you also had . . .  Knowledge of patent renewals requirements in international jurisdictions.Ability to work well under pressureBasic analytical and problem solving skillsExcellent Interpersonal communication skills verbal and written: The ability to develop and maintain positive customer and business relationshipsWhat will you be doing in this role? As a Customer Service Advisor for Patent Renewals, your primary objective is to successfully manage patent renewals process for allocated customer portfolios.You will be:Acts as first point of contact for assistance via phone, e-mail, chat, or customer service systems.Uses customer service skills and product knowledge to resolve cases that are driven by a standard set of variables.Escalates more complex or unique issues to senior staff and ensures appropriate communication with customers.Gathers information from customers to accurately diagnose and understand issues, documenting detailed support requests.Maintains and documents detailed customer interactions. Proactively identifies when a customer is at risk and follows the adequate process by raising it to the relevant internal stakeholders. The following activities indicate the main components of the job content. At any one time the role may focus on some but not necessarily all of them and may include other compatible and related activities:Taking Ownership:Initiating improvements to renewal procedures, workflow and Clarivate’s renewals services, which will increase growth and profitabilityDeveloping customer knowledge and familiarity of Clarivate’s renewals servicesHandling occasional sensitive situations with customers and escalating complaints to senior staffLog, respond and resolve incoming telephone, email, fax and post queries for your portfolio of customer via ECMEnsuring customer receive a professional, efficient and high-level renewals serviceIdentifying pragmatic improvements to service and quality issuesParticipates in internal training programmes, to assist in developing confident and motivated staff ensuring customers receive a consistent high-quality serviceComplies with all procedures without adding increased risk whilst maintaining a high quality of serviceParticipates in strategic projects to ensure continuous improvement in the business as requiredComplies with checking mechanisms and ensures that learning opportunities are reviewed on a regular basis Succeeding Together:Manages time effectively and to help colleagues with workload peaksActively seeks customer feedback to contribute towards customer delight and works with Manager to improve our customers overall satisfactionEnsuring that customer profiles are kept up to date & specific customer knowledge is shared with all applicable teamsProviding support on business initiatives to improve quality of service to meet company objectivesWorks with all Clarivate regional offices to help maintain a high level of service for internal and external customersAchieving Excellence:Ensure adherence to ISO 9001 processes at all timesConsistently meet or exceed the standard turnaround deadlines for all query types in accordance with customer success factorsProviding personal and proactive service that increases customer satisfactionBuild an effective business relationship with customers by providing a personalised and proactive serviceAbout the TeamOur team consists of 700+ individuals located across the globe. Our primary focus is to ensure our customers receive a best-in-class service experience using our products.  We achieve this through our focus on proactive/preventative measurements, attention to detail, goal setting and clear communication.Hours of WorkThis is a full-time position, primarily working core business hours in your time zone, with flexibility to adjust to various global time zones as needed.  This is a hybrid position working in the office up to 3 days a 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.