Customer Service Advisor – Patent Annuities

Customer Service Advisor – Patent Annuities

3-6 years
Not Specified

Job Description

About Clarivate:
Clarivate is a global leader in providing trusted insights and analytics to accelerate the pace of innovation. We have built some of the most trusted brands across the innovation lifecycle, including the Web of Science™,Cortellis™, DRG, Derwent™,CompuMark™,andMarkMonitor™Today, Clarivate is on a bold entrepreneurial mission to help our clients reduce the time from new ideas to life-changing innovations. For more information, please visit .
We employ more than 6000 colleagues in 43 countries. Clarivate is a public company. We are listed on the New York Stock Exchange under the tickers NYSE: CCC CCC.WS.
Clarivate is looking to stand up a world-class Customer Service organization with team members who have the perfect blend of strategic and creative thinking to support our global customers.
Purpose of Position:
TheCustomer ServiceAdvisor (CSA) - Patents Annuities is part of the overall Global Customer Service organization.TheCSA is responsible to deliver front end service and support for Clarivate Patent Renewal service customers.
The position requiresexceptional customer service skillsand a strong desire to be on a continual journey of learning a variety of products, content types and customer 'personas'. Mastery of spoken and written English, havinga positive and friendly demeanor, great problem-solving skills,and bothconfidence and poise inall customer interactions, particularly via phone, are a must. Additional language skills are a plus.

  • Provide professional, efficient, high quality service to a portfolio of (key) renewals customers on aday-to-daybasis

  • 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 ofClarivate'sIP services and software products

  • Guarantee customers receive a professional, efficient and courteous response to queries

  • Develop a successful working relationship betweenClarivate'slocal 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

  • Understand and adhere to ISO 9001 processes at alltimes

  • Ensure that customer profiles are kept up to date in order to provide the relevant areas of the business with current information

Skills and Experience:

  • Undergraduate degree from an accredited college/university required,legal or business degree preferredor a minimum of 3 years equivalent and progressive work experience

  • Basic knowledge of patent lifecycle & renewals knowledge preferred

  • Previous long-standing business-to-business customer facing experience and strong customer orientation

  • Consistent, positive attitude and deep customer service orientation

  • Interpersonal skills: capable of developing and maintaining positive customer and business relationships, and manage demanding customers

  • Demonstrated attention to detail

  • Ability to work well under pressure

  • Basic analytical and problem-solving skills

  • Strong and effective communication skills: able to communicate clearly and concisely

  • Competent in MS Office 365,in particular Excel, Word, PowerPoint, MS Teams, Outlook etc.

  • Capability to develop a thorough knowledge of Global's services

  • Desire to remain in and grow an exciting career within a dynamic, innovative company

It is the policy of Clarivate to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, pregnancy, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Clarivate will provide reasonable accommodations for qualified individuals with disabilities.

Job Details

About Clarivate

Clarivate(tm) is a global leader in providing solutions to accelerate the lifecycle of innovation. Our bold mission is to help customers solve some of the world's most complex problems by providing actionable information and insights that reduce the time from new ideas to life-changing inventions in the areas of science and intellectual property. We help customers discover, protect and commercialize their inventions using our trusted subscription and technology-based solutions coupled with deep domain expertise. We now have more than 8,500 colleagues in over 40 countries worldwide, and we work with over 200 partners to deliver value and success for our customers. Today, Clarivate is a publicly traded company, listed on the New York Stock Exchange under the ticker NYSE:CLVT. Clarivate is committed to building, nurturing, and developing a diverse culture of belonging where new colleagues can bring their authentic self to work every day! Join us!

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