Customer Care Advisor

We are excited to bring on a new Customer Care Advisor to join our growing team at Clarivate! As a vital member of our global team, you will serve as the first point of contact for students and administrators by researching and responding to customer inquiries, resolving issues, and ensuring a high standard of customer service throughout the dissertation and thesis publishing process, from submission to final printing. You will use exceptional verbal and written communication skills to clearly and effectively explain concepts and processes to customers. As a true initiative taker, you will proactively follow up on customer service requests received via phone, e-mail, and chat while prioritizing and managing cases in a ticketing system for efficient and prompt resolution. Working in collaboration with internal teams and external vendors, you will investigate, document, and report customer issues and enhancement requests.

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

Bachelor’s degree and 1+ year(s) of related customer service experience, AND/OR equivalent combination of education and experience 

Experience in a high-volume customer service organization 

Proven skills with MS Office suite of products

It would be great if you also had… 

Experience working in a global organization partnering with university administrators and teammates

1+ year(s) of experience in a software application support role, or as a systems librarian or other technical librarian role 

Experience working with libraries or in higher education 

Experience working with Salesforce or similar platforms 

Ability to learn new software products quickly and to adapt to changes in delivered services 

Excellent interpersonal, multi-tasking, and prioritization skills 

Strong analytical skills (system analysis, troubleshooting, etc.) 

What will you be doing in this role?... 

Provide proactive, seamless customer support in partnership with other internal departments and external vendors

Respond to customer inquiries with a high degree of professionalism 

Provide documentation of responses that can serve as a guide for future questions 

Actively participate in product discussions, working closely with senior members of the team to optimize the customer experience 

Author and maintain product support collaterals as needed to enhance product adoption and usage, including FAQ’s, Technical Tips, technical/functional specifications, etc. 

About the Team

Our global team supports the efforts of students and researchers across the globe. Providing important research tools and curating treasure troves of content has helped Clarivate become an industry leader in the Information Services market. We work hard and have fun doing it. If you take pride in providing excellent customer service in a collaborative environment, please consider joining our talented team! 

Hours of Work 

Hybrid hourly opportunity working 2-3 days per week out of our Penang office

This a full-time, weekday position

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.

Clarivate 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. For more information, please visit clarivate.com .