Manager, Customer Care

Clarivate is seeking to hire an experienced Manager, Customer Care to join our global Customer Care team. In this role, you will ensure customer satisfaction is maintained at a high level by resolving customer issues a timely and efficient manner while leading a dedicated team of Customer Care Advisors. Utilizing your strong analytical and problem-solving skills, you will develop and implement customer care strategies to enhance customer retention and loyalty.About You – experience, education, skills, and accomplishments1+ year(s) of previous experience in people management.4+ years of previous customer service experience within a business-to-business and/or business-to-customer setting required.It would be great if you also had…Knowledge of Clarivate’s products, and services and detailed understanding of high-profile customers and/or different customer personas.Experience in stakeholder management.Working knowledge of Microsoft Office, particularly Outlook, Word and Excel.What will you be doing in this role?Manage and organize internal training programs for the team in alignment with the internal training team guidelines to ensure we are developing confident and motivated staff and customers receive a consistently high-quality service.Be accountable for achieving high customer satisfaction measured through specific KPIs by proactively monitoring and owning potential improvement opportunities.Act as a point of contact for internal and external stakeholders.Act as a voice of the customer and report customer feedback to contribute to organizational learning and ensure best practice is coordinated across the organization.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, 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.