Clarivate Hiring for Customer Care Advisor at Alexandria, VA Full Time

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 university

It would be great if you also have . . .

• 1+ year(s) of customer service experience
• Experience in MS Office 365, Excel, Word, PowerPoint, MS Teams, Outlook etc.
• Languages: Excellent verbal and written communication skills are crucial in English
• Ability to work well under pressure.
• Basic analytical and problem-solving skills

What will you be doing in this role?

• Responsible for the day-to-day query management of a portfolio of customers and associated renewal activities
• Collaborate with all areas of the business where/when necessary to meet customer expectations by ensuring adherence to the agreed or required service levels.
• Ensure compliance with department and legal procedures and take immediate and appropriate action when risks arise.
• Develop customer expert knowledge and familiarity of Clarivate’s services and software products.
• Guarantee customers receive a professional, efficient, and courteous response to queries.
• Develop a successful working relationship between Clarivate’s local and global teams.
• Occasionally be responsible for managing projects as assigned for existing customers.
• Assist team members with additional workloads as deemed necessary by business/customer needs.
• Ensure appropriate turnaround times and response quality to meet customer targets and to align workflow with business objectives.
• Embrace initiatives to reduce manual exceptions/work around to facilitate a more seamless partnership with customers.
• Ensure that customer profiles are kept up to date to provide the relevant areas of the business with current information.

About The Team

Our 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 Work

This 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 office 2-3 days a week.

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Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled