We are looking for a Customer Care Manager to join our Customer Care team in Belgrade. Customer Care Manager is a people leader with a passion for service excellence who is responsible for helping to build and/or shape a world-class customer service organization for Clarivate. We're looking for someone who would be leading the support team and be accountable for the delivery of the best-in-class customer care to Clarivate’s customers by ensuring that all customer inquiries are responded to in a timely and knowledgeable manner. About You – experience, education, skills, and accomplishments 7+ years of previous customer service experience within a business-to-business and/or business-to-customer setting required1+ years of previous experience in people management, including coaching, mentoring, and leadership5+ years of previous working experience with Microsoft Office, particularly Outlook, Word and ExcelProficient in English (B2/C1) language skills including a clear, crisp, easily understood, direct but pleasant communicationTrack record of high-performance delivery: successful experience in managing results-oriented teams with a sense of urgency and commitment to qualityIt would be great if you also had . . . Bachelor's degreeWhat will you be doing in this role? Accountable for achieving high customer satisfaction measured through specific KPIs by proactively monitoring and owning potential improvement opportunitiesAdapt plans and priorities and optimize workforce to ensure all customer inquiries are answered timely within established service levels and with high qualityActively liaise with product/service experts to facilitate improvement initiatives and the implementation of the those initiatives within support teams Responsible for leading the support team and ensure that the team provides professional, efficient, high-quality service to our customers on a day-to-day basis, responsible for the engagement and retention of great talentCreate and present to the Senior Leadership team the performance resultsEnsure compliance with department and legal procedures and take immediate and appropriate action when needed Prioritize and schedule work, help in hiring efforts, work on people development, participate in Peer Review and Quality Monitoring evaluation for the teamManage and organize internal training programs for the team in alignment with the internal training team guidelines to ensure we are developing confident and motivated staff and customers receive a consistently high-quality serviceAssist team members with additional workloads as deemed necessary by business/customer needsAbout the Team The team you would be leading is one of the 2 newly formed teams in Belgrade - 1 consisting of 5 team members (Trademarks team), and the other consisting of 10 team members (Patents team).Hours of Work This is a full-time position, working hours 2pm CET- 10pm CET or 3pm CET- 11pm CET.This is a hybrid position working in the office 3 days every other week.#LI-HybridWe 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.
View Original Job Posting