Customer Care Advisor - IP

Customer Care Advisor – Intellectual PropertyWe are looking for a Customer Care Advisor to join our IP Products team in Chennai. This is an amazing opportunity to work on Derwent Innovation products. The team consists of 10 colleagues supporting globally. We have wonderful skill sets in Intellectual Property and would love to chat with you if you have experience in customer service, issue resolution, and confidence and poise in all customer interactions.About You Graduate with Bachelor's degree & equivalent work experience in customer care environment.Minimum of 2 years’ experience with proven customer service skills including acting with urgency, proactivity, following up and following through.Proficient in Microsoft Office, particularly in Outlook, Word and Excel.A talent with strong interpersonal and exceptional English language skills including written and verbal (face-to-face and phone) communication.Strong analytical skills & problem-solving skills like system analysis, troubleshooting, debugging others/own code, etc.It will be great if you’re also ….Well organized person with strong attention to detail. Flexible and adaptable to accommodate customer and business needs. Ability to work through customer conflict and provide resolution using provided guidelines and judgement.What will you be doing in this role? Provide verbal and written response to customer inquiries utilizing the Customer Relationship Management (CRM) system, ensuring that customer inquiries are handled correctly and follow all processes, procedures and best practices. Efficiently resolve customer problems and/or questions related to products and services, in a professional, accurate, courteous and timely manner and delight customers with exceptional service skills and a can-do attitude with every interaction. Maintain a high level of knowledge about products and new product releases through participation in product training and go-to-market launch activities.  Complete and demonstrate a progressive understanding of the training requirements and pass all new-hire onboarding programs and toll-gates. Be a great team-player with your customer service colleagues, our Sales and Account Management partners, and key internal stakeholders. Rigorously uphold our core values: Aim for greatness, value every voice and own your actions. About the Team       The team consists of 10 colleagues supporting globally. We have great skill sets in Intellectual Property, positioned to support with customer queries on Clarivate products within assigned area(s) of expertise. We have a great influence on customer satisfaction. The team handles customer inquiries via phone, email or chat regarding technical issues with the database. We keep a clear and active focus on inquiry resolution and ensuring that all the necessary action is taken to resolve a customer's inquiry. Provide service in a professional and courteous manner. Hours of Work (Full-time, Permanent)2.00 PM 11.00 PM IST – 9 hours (including one hour break)Note – rarely the shift might get interchanged to 4.00 AM to 1.PM shift as well.Current mode of work - HybridAt 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.