Customer Care Advisor (US shift)

We are looking for a Customer Care Advisor (US shift) to join our Trademark Maintenance team in Belgrade. This is an amazing opportunity to help build a world-class customer service organization for Clarivate in our Belgrade office. We would love to speak with you if you’re passionate when it comes to helping people.About You – experience, education, skills, and accomplishments Previous long-standing business-to-business customer facing experience and strong customer orientation.Consistent, positive attitude and deep customer service orientationInterpersonal skills: capable of developing and maintaining positive customer and business relationships and manage demanding customers.Demonstrated attention to detail; Basic analytical and problem-solving skillsStrong and effective communication skills: able to communicate clearly and concisely.Competent in MS Office 365, Excel, Word, PowerPoint, MS Teams, Outlook etc.Languages: Excellent verbal and written communication skills are crucial in English, additional language skills (e.g., German, French or Italian depending on the accounts that are serviced by the CCA) are a plusWhat will you be doing in this role?Responsible for the day-to-day query management of a portfolio of customers and associated renewal activitiesCollaborate 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 arise.Develop customer expert knowledge and familiarity of Clarivate’s IP services and software products.Guarantee customers receive a professional, efficient, and courteous response to queries.Develop a successful working relationship between Clarivate’s local and global teams.Occasionally be responsible for managing projects as assigned for existing customers.We are looking for a Team Lead to join our Customer Care (Trademark Maintenance) team in Belgrade. This is an amazing opportunity to help build a world-class customer service organization for Clarivate in our Belgrade office. You will be reporting to the Senior Manager of Customer Care. We would love to speak with you if you have experience when it comes to IP & if you’re passionate when it comes to leading people and helping them further develop their skills.About You – experience, education, skills, and accomplishments 2+ years of previous customer service experience within a business-to-business and/or business-to-customer setting2+ years of experience with Microsoft Office, particularly Outlook, Word and ExcelKnowledge of Intellectual Property required (at least 6 months – 1 year of experience)Proficient in written and spoken English language (at least B2/C1 level)It would be great if you also have . . . Previous experience in people managementKnowledge of TM1, Lotus notes and ECMWhat will you be doing in this role?Responsible for leading the team of Trademark Maintenance Customer Care Advisors in Belgrade; ensure that the team provides professional, efficient, high-quality service to our customers on a day-to-day basis; strive to meet all team performance metrics and ensure each team member is contributing to and achieving the individual targetsAccountable for achieving high customer satisfaction measured through specific KPIs by proactively monitoring and identifying potential improvement opportunities and/or gaps and flagging them to the manager; prioritize and schedule work, help in hiring efforts, help with onboarding, and training, work on people development, and manage performance; participate in Peer Review and Quality Monitoring evaluation for the team; adapt plans and priorities and optimize workforce to ensure all customer inquiries are answered within the service level agreementCreate and maintain a high-quality work environment so team members are motivated to perform at their highest level; management of team’s discipline and process adherence with real-time assistance and feedback; display a team-player attitude both within the Customer Care department and when communicating and collaborating with other key departments to foster internal relationships with other teams and help drive company goals; support the team by answering incoming customer inquiries in a timely and client-focused manner by using various communication channels (phone and/or e-mail)Prioritize and resolve issues while handling sensitive situations with customers and escalate complaints to the manager when needed; ensure the team follows up with customers after negative feedback is provided (survey follow-up); develop customer expert knowledge, a basic understanding of user personas, and Clarivate Family products and service offerings Use critical thinking and problem-solving skills to find a resolution to complex external/internal inquiries; 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; demonstrate Clarivate’s company values at all times (value every voice, own your actions, aim for greatness)About the TeamWe provide Trademark Renewal services to world-leading corporations and law firms. We guarantee to our customers the following:Keep customers’ trademarks in forceTrademark renewal expertise (skilled and knowledgeable team)Network of local agentsCost efficient service by providing best pricing modelSmooth and easy renewal serviceDirect filing where possibleStreamlined documentation procedureResolving all issues and obstacles on the way to a successful renewal completionWe Offer:Holidays: 25 days paid leave per annum  Private Health Insurance  Paid Lunch Yearly Bonus Yearly Merit PlanMy Learning Platform  Fit Pass  Life Insurance Accident Insurance Company bicycles for rent free of charge Hours of WorkThis is a full-time position, working hours 2pm CET- 10pm CETThis is a hybrid position working in the office 3 days every other week.#LI-HybridOnly 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.