Customer Care Advisor

We are looking for a Customer Care Advisor to join our Patent Annuities and Trademark Maintenance team in Belgrade. This is an amazing opportunity to work on PATM within the Customer Care department. The team consists of approximately 15 people and is reporting to the Customer Care Managers. We have a great skill set in Belgrade Centre of Excellence and we would love to speak with you if you have excellent spoken and written English, have a positive and friendly demeanor, great problem-solving skills, and both confidence and poise in all customer interactions. About You – experience, education, skills, and accomplishments At least 1 year of customer service experienceProven experience in managing customer conflict and providing resolution using guidelines and judgmentExcellent written and spoken English (B2/C1)It would be great if you also had Legal or business University degree or equivalent work experienceAdditional language skills (e.g. German, French or Italian) are a plusPrevious long-standing business-to-business customer facing experience and strong customer orientationBasic knowledge of patent and trademark lifecycleDemonstrated attention to detailCapability of developing and maintaining positive customer and business relationships, and managing demanding customersCompetent in MS Office 365, in particular Excel, Word, PowerPoint, MS Teams, OutlookWhat will you be doing in this role?Provide professional, efficient, high-quality service to a portfolio of customers on a day-to-day basisCollaborate with all areas of the business where/when necessary to meet customer expectations by ensuring adherence to the agreed or required service levelsEnsure compliance with department and legal procedures and take immediate and appropriate action when risks ariseDevelop customer expert knowledge and familiarity of Clarivate’s IP services and software productsGuarantee customers receive a professional, efficient and courteous response to queriesEnsure appropriate turnaround times and response quality to meet customer targets and to align workflow with business objectivesEnsure that customer profiles are kept up to date in order to provide the relevant areas of the business with current informationAbout the Team We provide Patent Annuity and Trademark Renewal services to world-leading corporations and law firms. We guarantee to our customers the following:Keep customers’ patents/trademarks in force;Patent Annuity/Trademark renewal (skilled and knowledgeable team);Network of local agents;Cost efficient service by providing best pricing model;Smooth and easy annuity/renewal service;Streamlined documentation procedure;Resolving all issues and obstacles on the way to a successful service completionPatent Annuities and Trademark Maintenance team consists of experienced Service Account Managers and Customer Care Advisors in Europe, Asia and North America. You will be communicating with different teams worldwide on a daily basis, such as Finance, IP Legal, Supplier team, IT Departments; sales etc. to provide valuable customer experience.Hours of Work From 9 am to 5 pm CET, full-time employment; this is a permanent contractWe Offer:Private health insurancePaid lunchYearly bonusYearly merit planMy Learning platformFamily benefits: Bushido kids sports school, tutorship lessonsFitPassMental health care - Psychotherapy sessionsCompany bicycles for rent free of charge25 days of annual leaveOnly 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.