Customer Care Advisor (US shift)

We are looking for a Customer Care Advisor (US shift) to join our Patent Intelligent Search Analytics team working in the Belgrade Centre of Excellence. This is an amazing opportunity to work on/Innography /Derwent Innovation products within the Customer Care Department. We have a great skill set in Belgrade Centre of Excellence and we would love to speak with you if you have excellent spoken and written English, have a positive and friendly demeanor, great problem-solving skills, and both confidence and poise in all customer interactions.

About You – experience, education, skills, and accomplishments ​

• At least 1 year of customer service experience
• Analytical, troubleshooting and decision-making skills 
• Excellent writing, phone handling, communication and problem-solving skills 
• Exceptional English language skills including a clear, crisp, easily understood, direct but pleasant communication style 
• Have keen interest in problem solving and diagnosis.
• Attention to detail and ability to multitask and while maintaining a sense of urgency 

It would be great if you also have…

• Deep understanding about Intellectual Property, the life cycle, legalities and the functionalities of it
• Experienced working in Salesforce and JIRA
• An undergraduate degree in General Law with a focus on IP or Computer Science, Chemistry or Biotechnology
• a passion for AI and utilization of its full potential

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 existing 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 skillsets positioned to support with customer queries on Clarivate products within IP. As a customer satisfaction driven team, we handle 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.

Hours of Work

From 3 PM to 11 PM CET, full-time employment.

This is a full-time remote position working 5 days a week.

We Offer:

• Holidays: 25 days paid leave per annum 
• Private Health Insurance 
• Paid Lunch 
• Yearly Bonus 
• Yearly Merit Plan 
• My Learning Platform 
• Fit Pass 
• Life Insurance
• Accident Insurance
• Company bicycles for rent free of charge

Only 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.