About You – experience, education, skills, and accomplishments
An undergraduate degree from an accredited college/university is required, a Science degree preferred
1-3 years of customer service experience
Analytical, troubleshooting, and decision-making skills
Strong interpersonal skills in dealing with people at all levels
Excellent writing, phone handling, communication, and problem-solving skills
Exceptional English language skills including a clear, crisp, easily understood, direct but pleasant communication style
Ability to communicate with poise and confidence while working through complex issues
Proven customer service skills including acting with urgency, being proactive, thinking like a client, following up and following through, and never settling for delays or a less-than great experience.
Excellent presentation/training skills
Attention to detail and ability to multitask and while maintaining a sense of urgency
Consistent, positive attitude and deep customer service orientation
Ability to think logically, critically, quickly and strategically to solve issues
Ability to meet departmental deadlines and use effective organization and planning skills
Desire to remain in and grow an exciting career within a dynamic, innovative company
It would be great if you also had . . .
Experience with the usage of Web of Science, Master Journal List or Web of Science Researcher Profile
What will you be doing in this role?
Provide verbal and written responses 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
Delight customers with exceptional service skills and a can-do attitude with every interaction
Complete and demonstrate a progressive understanding of the training requirements and pass all new-hire onboarding programs and toll gates
Assume ownership of customer inquiries until resolution is provided to customers’ satisfaction
Replicate customers’ technical/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 product releases through participation in product training and go-to-market launch activities
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, Own your actions, and Value every voice
About the Team
The Web of Science Customer Care team consists of 22 team members today and 3 Product Specialists. We have team members geographically spread across Penang, India, London, and the United States supporting the customers 24/7 globally.
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 qualified 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.