Customer Care Advisor

We are looking for a Customer Care Advisor to join our European Patent Validation team in Belgrade. This is an amazing opportunity to work on PATM and European Patent Validation within the Customer Care department.  We have a great skill set in Belgrade Centre of Excellence and we would love to speak with you if you have excellent spoken and written English, have a positive and friendly demeanor, great problem-solving skills, and both confidence and poise in all customer interactions. About You – experience, education, skills, and accomplishments At least 1 year of customer service experienceExcellent written and spoken English (B2/C1)Bachelor’s degree (Legal or business University degree or equivalent work experience)It would be great if you also had… Proven experience in managing customer conflict and providing resolution using guidelines and judgment, basic analytical and problem-solving skillsPrevious long-standing business-to-business customer facing experience and strong customer orientationBasic knowledge of patent and trademark lifecycleConsistent, positive attitude and deep customer service orientationCompetency in MS Office 365, in particular Excel, Word, PowerPoint, MS Teams, OutlookWhat will you be doing in this role?Provide professional, efficient, high-quality service to a portfolio of customers on a day-to-day basis; building customer relationships via email and phoneCollaborate 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 ariseDevelop a successful working relationship between Clarivate’s local and global teams; assist team members with additional workloads as deemed necessary by business/customer needsEnsure appropriate turnaround times and response quality to meet customer targets and to align workflow with business objectivesEnsure that customer profiles are kept up to date in order to provide the relevant areas of the business with current information.About the Team We provide EP Validation service to world-leading corporations and law firms. We guarantee to our customers the following:Get customers’ patents validated safelyPatent Annuity and EP Validation expertise (skilled and knowledgeable team); Network of local agentsCost efficient service by providing best pricing modelSmooth and easy annuity/renewal and EP Validation serviceStreamlined documentation procedureSeamless customer/agent onboardingResolving all issues and obstacles on the way to a successful EP Validation completionEP Validation and Patent Annuity and Trademark Maintenance team consists of experienced Service Account Managers and Customer Care Advisors in Europe, Asia and North America. You will be communicating with different teams worldwide daily, such as Finance, IP Legal, Supplier team, IT Departments; Sales etc. to provide valuable customer experience.Hours of Work This is a full-time position, 40 working hours per week (standard Serbian working hours). This is a hybrid position working in the office 3 days every other week.We Offer:Holidays: 25 days paid leave per annum Private Health Insurance Paid Lunch Yearly Bonus Yearly Merit Plan My Learning Platform Fit Pass Life InsuranceAccident InsuranceMental health careCompany bicycles for rent free of chargeOnly shortlisted candidates will be contacted.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.