Customer Care Advisor

About You – experience, education, skills, and accomplishments 

• Education: Undergraduate degree from an accredited college/university required, preferably in Science.
   
• Experience: 1-3 years of customer service experience. Fresh graduates are welcome to apply.
   

Skills:

• Analytical, troubleshooting, and decision-making abilities.
• Strong interpersonal skills for interacting with people at all levels.
• Excellent writing, phone handling, communication, and problem-solving skills.
• Exceptional English language skills with a clear, direct, and pleasant communication style.
• Ability to communicate confidently and calmly through complex issues.
• ​Proven customer service skills, including urgency, proactivity, customer-focused thinking, and thorough follow-up.
• Excellent presentation skills.
• Attention to detail and multitasking abilities while maintaining a sense of urgency.
• Consistent, positive attitude and strong customer service orientation.
• Logical, critical, quick, and strategic thinking for problem-solving.
• Ability to meet deadlines with effective organization and planning.
• Desire to grow and build a career within a dynamic, innovative company.

It would be great if you also had... 

• Experience using Web of Science, InCites, Master Journal List or Web of Science Researcher Profile

What will you be doing in this role?

• This role primarily focuses on customer cases related to data content issues in the APAC region.
• Respond to customer inquiries verbally and in writing using the Customer Relationship Management (CRM) system, ensuring all processes, procedures, and best practices are followed.
• Efficiently resolve customer problems or questions related to products and services in a professional, accurate, courteous, and timely manner.
• Delight customers with exceptional service skills and a positive attitude in every interaction.
• Complete and demonstrate a progressive understanding of training requirements and pass all new-hire onboarding programs and checkpoints.
• Take ownership of customer inquiries until they are resolved to the customer's satisfaction.
• Replicate customers’ technical or product issues to provide appropriate steps for resolution.
• Interpret and analyze customer needs to resolve inquiries and improve product utilization.
• Maintain a high level of knowledge about products and new releases through participation in product training and launch activities.
• Be a great team player with your customer service colleagues, Sales and Account Management partners, and key internal stakeholders. Uphold our core values: Aim for greatness, Own our actions, and Value every voice.

About the Team  

• The Web of Science Customer Care team consists of 31 members. Our team is geographically spread across Penang, India, London, and the United States, supporting customers globally 24/7.

Hours of Work 

• The Company operates 7 days a week, twenty-four hours a day. You will be expected to attend the office and work during the hours assigned to you which may include night shifts. You will be required to work 5 days a week and your weekly off may not necessarily be on Saturday and Sunday.

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.