Customer Care Advisor - Patent Annuities

We are looking for a Customer Care Advisor to join our patent renewals team in Penang, Malaysia. The Customer Care Advisor is responsible to deliver front-end service and support for Clarivate Patent Renewal service customers. You will partner closely with our internal and external stakeholders to ensure smooth operation of the customer’s patent maintenance process while reporting under Patent Annuities Team Lead and/or Manager. The position requires exceptional customer service skills and a strong desire to be on a continual journey of learning a variety of products, content types, and customer “personas”. Mastery of spoken and written English, having a positive and friendly demeanor, great problem-solving skills, and both confidence and poise in all customer interactions, particularly via emails and phone, are a must.Requirements Minimum of 3 years equivalent and progressive work experienceBasic knowledge of patent lifecycle & renewals knowledge preferredUndergraduate degree from an accredited college/university required, law or science degree preferred.SkillsAnalytical and problem-solving skillsExceptional interpersonal communication skillsCapable of developing and maintaining positive customer and business relationships, and manage demanding customersDesire to remain in and grow an exciting career within a dynamic, innovative companyDemonstrate attention to detailStrong customer focus and proven record of exceptional service deliveryAbility to work well under pressureStrong and effective communication skills: able to communicate clearly and conciselyLanguages: Excellent verbal and written communication skills are crucial in English.Competent in MS Office 365, Excel, Word, PowerPoint, MS Teams, Outlook etc.Consistent, positive attitude and deep customer service orientationJob responsibilities                                                Responsible for the day-to-day query management of a portfolio of customers and associated renewal activitiesProviding high-quality, professional, and efficient frontline service support to US-based customersHandles patent maintenance on behalf of customers including data updates which complies with all procedures without adding increased risk whilst maintaining a high quality of customer serviceLogs, responds and resolves queries via email and callInitiating improvements to renewal procedures which will increase growth and profitability of Clarivate.Collaborate with all areas of the business where/when necessary to meet customer expectations by ensuring adherence to the agreed or required service levelsResolve issues by responding promptly and efficiently to customer queries while managing their expectationsResponsible for developing customer relationships that drive customer retention and customer satisfactionAssist team members with additional workloads/ad hoc tasks as deemed necessary by business/customer needsEnsure appropriate turnaround times and response quality to meet customer targets and to align workflow with business objectivesEnsure that customer profiles are kept up to dateDevelop customer expert knowledge and familiarity with Clarivate’s IP services and software productsOccasionally be responsible for managing projects as assigned for existing customersReady, willing and able to work during EST hours permanentlyAbout the Team   The Patent Annuities team provides support exclusively to the US based customers by managing their patent portfolios for renewal purposes. Our customers are mainly based in the United States ranging from corporate offices, law firms and individual inventors. Our team mainly focuses on managing customers’ expectations while keeping a high-level customer service.Working Hours45 hours per week during US shift hour. Full time permanent position based in PenangIt is the policy of Clarivate to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, pregnancy, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Clarivate will provide reasonable accommodations for qualified individuals with disabilities.