Senior Customer Care Advisor, Trademark

We are looking for a Senior Customer Care Advisor to join our Customer Care Team in China. This is an amazing opportunity to work on Trademark Renewals. The team consists of 9 people and is reporting to the Senior Manager responsible for Greater China region.About You – experience, education, skills, and accomplishments  1 or 2 years experience in a trademark paralegal role is essential.Knowledge of trademark renewals requirements in international jurisdictions is desirable.Strong customer focus and proven record of exceptional service deliveryDemonstrated attention to detailFluent in English, Mandarin, TEM-8 or equivalent It would be great if you also had . . .  Ability to work well under pressureBasic analytical and problem solving skillsExcellent Interpersonal communication skills verbal and written: The ability to develop and maintain positive customer and business relationshipsOversea experienceWhat will you be doing in this role? As a Senior Customer Care Advisor for Trademark Renewals, your primary objective is to successfully manage the entire trademark renewals process for allocated customer portfolios.You will be: Responsible for ensuring that trademark renewals are filed and confirmed in a timely manner.Providing technical guidance and experience in supporting customers with completion and execution of trademark renewal formalities (included but not limited to, Powers of Attorney, Affidavits of Use and Original Certificates of Registration)Taking accountability for trademark renewals within multiple jurisdictions for each allocated customer portfolio.The following activities indicate the main components of the job content.:Taking Ownership:Pro-actively manage renewal formalities across multiple trademark portfolios.Identify and manage instances where changes of ownership are required in order to secure trademark renewals.Systematically identify all outstanding actions to complete renewals ahead of the renewal due date.Pro-actively provide customers with updates on the status of renewals for their trademark portfolio.Developing deep customer knowledge regarding continuous use of their trademark portfolio.Manages trademark renewals risk controls.Maintain accuracy of trademark records in a timely manner.Log, respond and resolve incoming telephone and email queries for your allocated customer portfolio. Succeeding Together:Work directly with appointed local agents and Trademark Offices to determine actions required to secure each trademark renewal.Manages time effectively and to help colleagues with workload peaksActively seeks client feedback to contribute towards customer delight. Achieving Excellence:Consistently ensure that all trademark renewals are filed ahead of the renewal due date.Utilize knowledge and expertise in the field of trademark renewals to drive customer delight.Prepares requests and manages all documents required for filing a trademark renewal and owner changes where applicableChases and manages external and internal outstanding documents to ensure that renewals are performed to the required deadlinesSends relevant responses to clients and agents in relation to queries arising from the renewal and maintenance of trademarksUpdates internal records with relevant supplier/registry/client information efficiently and accurately when requiredAbout the Team   The team consists of 9 people and is reporting to the Senior Manager responsible for Greater China region.Hours of Work  A Flexible working time with a hybrid modelAt 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.