Customer Care Advisor, WoS

We are looking for a Customer Care Advisor to join our A&G Customer Care team in Beijing. This is an amazing opportunity to work on Clarivate’s core products for researchers like WoS, EndNote and S1. The team consists of 25 people and is reporting to the Senior Manager, Customer Care. We have a great skill set in Customer service and product itself and we would love to speak with you if you have a good sense of customer service and interested in further your career in supporting researchers and innovators.About You – experience, education, skills, and accomplishments• Bachelor’s degree• Good English skills both in speaking and writingIt would be great if you also have . . .  • Native Korean speaker;• WoSG products related experience, i.e., WoS, EndNote, S1, etc.•Internship experience in MNCs.What will you be doing in this role?• 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.About 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.