Customer Service Advisor (Patents) As a Customer Service Advisor, you will continuously focus on improving customer service whilst reducing risk to the business.You will be:Responsible for the day-to-day query management of a portfolio of customers and associated renewal activities,Providing high quality frontline service and support to Greater China based customersWorking as part of a team with a Customer Service Manager and other Customer Service Advisors to help promote Clarivate as the premier service provider in our marketplace.The following activities indicate the main components of the job content. At any one time the role may focus on some but not necessarily all of them and may include other compatible and related activities:Taking Ownership:Initiating improvements to renewal procedures, workflow and Clarivate’s renewals services, which will increase growth and profitabilityAnticipating customer needs via familiarityDeveloping customer knowledge and familiarity of Clarivate’s renewals servicesHandling occasional sensitive situations with customers and escalating complaints to the Customer Service ManagerLog, respond and resolve incoming telephone, email, fax and post queries for your portfolio of customer via ECMEnsuring customer receive a professional, efficient and high-level renewals serviceIdentifying pragmatic improvements to service and quality issuesParticipates in internal training programmes, to assist in developing confident and motivated staff ensuring customers receive a consistent high-quality serviceComplies with all procedures without adding increased risk whilst maintaining a high quality of serviceParticipates in strategic projects to ensure continuous improvement in the business as requiredComplies with checking mechanisms and ensures that learning opportunities are reviewed on a regular basis Succeeding Together:Manages time effectively and to help colleagues with workload peaksActively seeks customer feedback to contribute towards customer delight and works with the Customer Service Manager to improve our customers overall satisfactionEnsuring that customer profiles are kept up to date & specific customer knowledge is shared with all applicable teamsProviding support on business initiatives to improve quality of service to meet company objectivesWorks with all Clarivate regional offices to help maintain a high level of service for internal and external customers Achieving Excellence:Ensure adherence to ISO 9001 processes at all timesConsistently meet or exceed the standard turnaround deadlines for all query types in accordance with customer success factorsProviding personal and proactive service that increases customer satisfactionBuild an effective business relationship with customers by providing a personalised and proactive serviceKEY SKILLS & EXPERIENCE:Customer service experience in IP firm is essential.Strong customer focus and proven record of exceptional service deliveryDemonstrated attention to detailAbility to work well under pressureExcellent enquiry and complain management skillsGood analytical and problem-solving skillsExcellent interpersonal communication skills in writing and verbalAbility to develop and maintain positive customer and business relationshipsCapability to develop a thorough knowledge of Clarivate’s renewals servicesCommunication in English and Mandarin, in writing and speakingCOMPETENCIES:Customer Focus You seek out and understand customers’ needs through active listening to become a trusted advisor. Proactively work to deliver appropriate services and products that are commercially viable.CommercialYou understand the business needs and make decisions while looking for opportunities that bring commercial value by reducing costs or improving efficiency.Continual ImprovementYou seek ways to deliver business services and products through improved and innovative ways of working and by challenging the status quo. Sees change as an opportunity for business improvement.PeopleYou work in an atmosphere of mutual support and trust, work together cohesively, with good inter-group relations. Each team member’s strengths are valued. You work hard to foster good relationships, where people are free to disagree constructively, and where both support and challenge are a part of helping each other.DriveYou demonstrate a strong determination to succeed and achieve the best possible business outcomes.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.
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