Senior Customer Care Advisor

We are looking for an experienced Senior Customer Care Advisor to join our global Books team! The main purpose of the Customer Care Advisor is to proactively manage customer base by building long term relationships, provide effective resolution of day-to-day issues and enhance the reputation of the Company by providing great Customer Service. You will act as the principal point of contact for the customer. As a member of the Customer Care Team, the Senior Customer Care Advisor is responsible for responding to customer queries by phone, email or Client Cloud. If this sounds like an opportunity you are interested in, then we would love to talk to you! About You – experience, education, skills, and accomplishments.At least 2 years of experience working in a related Customer Care environment.It would be great if you also had . . .Bachelor’s degreeExperience with MS Office (Excel, Word and PowerPoint).NVQ4 Customer Care Management development.Knowledge of or experience working in Academic Library sector.What will you be doing in this role?Serve as a principal point of contact for the customer.Liaise with Customers and Internal Departments to ensure accurate and timely customer onboarding in line with SLA’s.Respond to customer inquiries with high degree of professionalism and within set standards by phone, email, Client Cloud.Link customers with the relevant internal departments.Understand and contribute towards departmental, functional, and corporate objectives.Oversee correct process of customer ordering, communicate any changes both to customer and to internal departments.Proactively promote the company and its services, ensuring all leads are actioned and followed through.Process special requests for customers as required (proforma invoices, reports, etc).Work in partnership with the external sales force to ensure all existing and new customers receive a consistent high level of service.Document, analyse and deliver statistical data as required by the customer to track work progress and achievement.Organise, prepare and attend regular meetings with the customer, in conjunction with senior management, in order to review the business over the past period as well as to define the objectives for the coming period.Review monthly with the external sales representative, to share information on potential growth and identify actions required to take the business forward.About the TeamThis role will report into the Senior Manager, Customer Care.The Books Customer Care team comprise 14 people based in UK, US and Canada. This role sits with the UK team of seven liaising closely with our overseas customer service colleagues. The team is a key part of the wider Books team, working with development teams & other colleagues to deliver new features & functionality and updates across our platforms with the customer experience at the heart of our work. The wider team is comprised of colleagues across the US and the globe, all committed to helping users in education institutions and libraries around world achieve their goals.Hours of WorkThis is a full-time, permanent position based in UK. This role will require hybrid working from our Ringwood office (2-3 days per week in office, rest of week remote). This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available to adjust to various global time zones as needed.#LI-Hybrid, #LI-OnsiteAt 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.