Customer Care Advisor (US shift)

Clarivate•Belgrade, ME

2d•Hybrid

About The Position

We’re hiring a Customer Care Advisor to join our Global Customer Care Team. A Customer Care Advisor is responsible for providing exceptional customer service and support to internal and external customers. As the initial point of contact, they address customer queries, troubleshoot common issues, and assist customers in resolving problems related to Clarivate's products or services. Customer Care Advisors work across various communication channels, such as phone and email to assist customers in a prompt, professional, and friendly manner.

Requirements

Proficient level of English language
Bachelor’s degree and/or equivalent work experience
Proficient in Microsoft Office, particularly Outlook, Word and Excel

Nice To Haves

Previous experience in customer facing roles
Good analytical skills

Responsibilities

Acts as a first point of contact and provides verbal and written responses to customer inquiries via multiple communication channels (phone, email) 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 practices
Efficiently 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)
Maintain and document detailed customer interactions as well as ensure appropriate turnaround times and response quality to meet customer agreements
Prioritize and resolve issues while handling sensitive situations with customers and escalating complaints and sensitive topics to a manager, next tier of service and/or relevant department
Display a team-oriented and positive attitude both within the Customer Care department and when communicating and collaborating with different stakeholders to foster internal relationships with relevant departments
Participates in internal mentorship programs when needed, to assist in developing confident and motivated staff and ensure customers receive a consistently high-quality service
Investigate, report and document straightforward customer issues and/or enhancement requests and ensure that both internal and external stakeholders are updated as appropriate