What will you be doing in this role?Operational ExcellenceUsually support 2 to 4 major product lines or servicesFirst Point of Contact for all channelsTickets triage and "catch and dispatch"Knowledge article creation (needs to be validated)Knowledge Lead attribution and activitiesEnsure compliance with department and legal procedures and take immediate and appropriate action when neededProactive in identifying any potential operational improvement opportunities and coverage gaps and flagging them to the Team Lead/Manager and/or (Senior) Product SpecialistResponsible for contributing ideas and leading initiatives for improving services, systems, and processesCustomer Focus Builds & maintains relationships with relevant customer stakeholdersDevelops and maintain close customer relationshipsProactively identifies when a customer is at risk and follow the adequate process by raising it to the relevant internal stakeholdersCollaboration with Business PartnersActs as a voice of the customer and report customer feedback to contribute to organizational learningUnder supervision and validation of the Team Lead/Manager, is involved in collaboration with business partners across departments (resolver groups) outside from the standard workflow.Investigates, reports and documents straightforward customer issues and/or enhancement requests and ensures that both internal and external stakeholders are updated as appropriate.Collaboration within Customer CareSolicit varying types of customer feedback to achieve customer service improvementSkills & Attitude and Experience must haves...Skills and AttitudeTime managementWell organized; establish prioritiesClient-focusedProfessional, efficient, high-quality, consultative, knowledgeableProblem solving skillsTeam-player attitudeStrong attentiveness to detailProficiency in written and spoken English (and any other language if required)Excellent communication skills, both verbal and writtenConsistent positive attitudeDemonstration of empathy and emotional intelligenceAbility to be flexible and adaptable to accommodate customer and business needsWork independently based on the established processesExhibits an ability to work in a dynamic environment with minimal supervisionDemonstrate Clarivate’s company values at all times (value every voice, own your actions, aim for greatness)Curiosity and willingness to learnProven ability to go above and beyond and demonstrate proactivity for the customerLanguage Requirements: Mandarin and EnglishExperiencePre-Knowledge of Microsoft Office (Outlook, Word, Excel)Limited knowledge of related products and servicesIt would be great if you also had . . . Ability to see the big picture and to think outside of the boxExhibits an ability to work in a dynamic environment with minimal supervisionExcellent presentation skillsCommercial awarenessBachelor's degreeWork experience in a B2B or B2C customer care environmentPre-Knowledge of CRM Tool (Salesforce or ServiceNow)...Pre-Knowledge of IVR ToolAdvanced knowledge of Microsoft Office (Outlook, Word, Excel)1-3 years of previous customer service experience within a business-to-business and/or business-to-customer settingAt 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.
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