Senior Customer Care Advisor

Clarivate is seeking a dynamic Senior Customer Care Advisor to join our global Customer Care team. In this role, you will ensure customer satisfaction is maintained at a high level by resolving customer issues a timely and efficient manner. Utilizing your strong analytical and problem-solving skills, you will develop and implement customer care strategies to enhance customer retention and loyalty.About You – experience, education, skills, and accomplishments...Bachelor's degree from an accredited college or university2+ years of professional client-facing customer service experienceIt would be great if you also have...1+ year(s) of Intellectual Property (specifically, patents and trademarks) customer service experienceExperience in MS Office 365, Excel, Word, PowerPoint, MS Teams, Outlook etc.What will you be doing in this role?...Act as a first point of contact and provide verbal and written frontline as well as advanced support to customer inquiries via multiple communication channels (phone, email, chat) utilizing the Customer Relationship Management (CRM) and/or IT Service Management (ITSM) system, ensuring that customer inquiries are handled correctly and follow all processes, procedures and best practicesEfficiently resolve customer inquiries and requests related to products and services, in a professional, accurate, courteous and timely manner using various communication channels (phone, email, chat)Act as an internal and/or external point of contact for customer escalations.Investigate, report and document more complex customer issues and/or enhancement requests and ensures that both internal and external stakeholders are updated as appropriate.Display a team-player attitude both within the Customer Care department and when communicating and collaborating with different stakeholders to foster internal relationships with relevant departmentsParticipate in internal mentorship, training and peer review programs, to assist in developing confident and motivated staff and ensure customers receive a consistently high-quality serviceIdentify gaps, actively assists the team to help the organization of internal training of existing products & quality monitoring and to build expertise in frontline teams.Assist team members with additional workloads as deemed necessary by business/customer needsProactively identifies when a customer is at risk and follow the adequate process by raising it to the relevant internal stakeholdersProactive in identifying any potential operational improvement opportunities and coverage gaps and flagging them to the ManagerParticipate in contributing ideas initiatives for improving services, systems, and processesSupport with initiating collaboration across business areas through contribution of specialized knowledgeDemonstrate Clarivate’s company values at all timesAct as a voice of the customer and report customer feedback to contribute to organizational learning and ensure best practice is coordinated across the organizationContribute to knowledge management activitiesAbout the TeamOur team consists of 700+ individuals located across the globe. Our primary focus is to ensure our customers receive a best-in-class service experience using our products.  We achieve this through our focus on proactive/preventative measurements, attention to detail, goal setting and clear communication.Hours of WorkThis is a full-time position, primarily working core business hours in your time zone, with flexibility to adjust to various global time zones as needed. This is a hybrid position working in the Alexandria, VA office 2-3 days a week.#CBClarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled