Senior Customer Care Advisor

We are looking for a Senior Customer Care Advisor to join our team at Clarivate. In this role, you will be responsible for providing exceptional customer service and support to internal and external customers. As the initial point of contact, they address customer queries, troubleshoot common issues, and assist customers in resolving problems related to Clarivate's products or services. 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 youBachelor's degree or equivalent relevant work experience in customer care2+ years of experience working in a customer support related roleWhat will you be doing in this role?Acts as primary escalation point for customers facing complex issues, referring queries to more specialized colleagues or teams as necessary. Applies developed product or service knowledge to resolve a high number of queries with greater efficiency and level of autonomy within the Customer Care team. Mentors less experienced colleagues and assists with colleague training and onboarding. Investigates, reports and documents customer issues and/or enhancement requests. Contributes ideas for improving services, systems, and processes and eliminating coverage gaps. Acts as a voice of the customer and reports customer feedback to contribute to organizational learning and best practices.   About the TeamOur Customer Care Team consists of 40+ individuals in the US and Belgrade. The team is made up of Service Account Managers, Senior Customer Care Advisors and Customer Care Advisors. We are a collaborative, dedicated team focused on providing the highest standard of service excellence for Clarivate's Patent Renewal Customers.Hours of WorkThis will be a hybrid role working 2-3 days a week in Alexandria, VAFull time, permanent position#LI-Hybrid#LI-LPClarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled