Customer Care Advisor (Patent Annuities)

The Customer Care Advisor (CSA) - Patent Annuities and Trademark Maintenance is part of the overall Customer Care organization. The CCA is responsible to deliver customer service and support for customers who use Clarivate’s Patent Renewal and Trademark Maintenance services.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 phone, are a must.About You – experience, education, skills, and accomplishments 0-2 years of customer service experience or similarExperience in managing customer conflict and providing resolution using guidelines and judgmentExcellent written and spoken EnglishIt would be great if you also had Legal/business/language University degree or equivalent work experienceAdditional language skills (e.g. German, French or Italian depending on the accounts that are serviced by the Customer Care Advisor) are a plusBasic knowledge of patent and trademark lifecycleCompetent 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 (key) renewals 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 levels Ensure compliance with department and legal procedures and take immediate and appropriate action when risks ariseOccasionally be responsible for managing projects as assigned for existing customersAssist team members with additional workloads 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 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.We 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 chargeOnly 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.