Customer Care Advisor

We are looking for a Customer Care Advisor to join our incoPat Customer Care team in Beijing. This is an amazing opportunity to work on incoPat products. The team consists of 4 members and is reporting to the Team Lead, Customer Care.A Customer Care Advisor is responsible for providing exceptional service to internal and external customers. As the initial point of contact they will address customer queries and troubleshoot issues within incoPat, an IP data service provider software product. Customer Care Advisors work across various communication channels, such as phone, email, and chat to assist customers in a prompt, professional, and friendly manner.About You – experience, education, skills, and accomplishmentsBachelor's degree or equivalent work experience in customer care environment may be required Proven customer service skills including acting with urgency, being proactive, thinking like a customer, following up and following through, and never settling for delays or a less-than great experience. Typically 0-2 years experience required Strong interpersonal skills engaging with individuals at all levels Exceptional Chinese (Madarin) and English language skills including a clear, crisp, easily understood, direct but pleasant communicationExcellent written and verbal (face-to-face and phone) communication and problem-solving skills  Ability to work through customer conflict and provide resolution using provided guidelines and judgement Well organized and exhibit a strong attention to detail. Flexible and adaptable to accommodate customer and business needs Ability to establish priorities, manage work independently, and meet deadlines Proficient in Microsoft Office, particularly Outlook, Word and Excel Ability to learn new products quickly and to adapt to changes in delivered servicesStrong analytical skills & problem-solving skills (system analysis, troubleshooting, debugging others/own code, etc.) It would be great if you also have . . .  Bi-lingual or multi-lingual is desired in Korean or Japanese.What will you be doing in this role?Acts as a first point of contact and provides verbal and written response to customer inquiries via multiple communication channels (phone, email, chat)Utilize the Customer Relationship Management (CRM) and/or IT Service Management (ITSM) system, ensuring that customer inquiries are handled correctly and follow all processes, procedures and best practicesEfficiently resolve customer inquiries and requests related to products and services in a professional, accurate, courteous and timely manner using various communication channels (phone, email, chat)"Maintain and document detailed customer interactions as well as ensure appropriate turnaround times and response quality to meet customer agreementsPrioritize and resolve issues while handling sensitive situations with customers and escalating complaints and sensitive topics to a manager, next tier of service and/or relevant departmentDisplay a team-oriented and positive attitude both within the Customer Care department and when communicating and collaborating with different stakeholders to foster internal relationships with relevant departments "Participates in internal mentorship programs when needed, to assist in developing confident and motivated staff and ensure customers receive a consistently high-quality serviceInvestigate, report and document straightforward customer issues and/or enhancement requests and ensure that both internal and external stakeholders are updated as appropriate Demonstrate Clarivate’s company values at all times 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, 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.