We’re hiring a Customer Care Advisor to join our Global Customer Care Team.

A Customer Care Advisor is responsible for providing exceptional customer service and support to internal and external customers. As the initial point of contact, they address customer queries, troubleshoot common issues, and assist customers in resolving problems related to Clarivate's products or services. Customer Care Advisors work across various communication channels, such as phone and email to assist customers in a prompt, professional, and friendly manner.

About You – experience, education, skills, and accomplishments

0-2 years of customer service experience

Proficient level of English language

Bachelor’s degree or equivalent work experience

Proficient in Microsoft Office, particularly Outlook, Word and Excel

It would be great if you also have…

Basic analytical and problem-solving skills

Ability to work well under pressure

Excellent written and verbal (face-to-face and phone) communication and problem-solving skills

Ability to work through customer conflict and provide resolution using provided guidelines and judgement

What will you be doing in this role?

Acts as a first point of contact and provides verbal and written responses to customer inquiries via multiple communication channels (phone, email) utilizing the Customer Relationship Management (CRM) and/or IT Service Management (ITSM) system, ensuring that customer inquiries are handled correctly and follow all processes, procedures and best practices

Efficiently resolve customer inquiries and requests related to products and services in a professional, accurate, courteous and timely manner using various communication channels (phone, email, chat)

Maintain and document detailed customer interactions as well as ensure appropriate turnaround times and response quality to meet customer agreements

Prioritize and resolve issues while handling sensitive situations with customers and escalating complaints and sensitive topics to a manager, next tier of service and/or relevant department

Display a team-oriented and positive attitude both within the Customer Care department and when communicating and collaborating with different stakeholders to foster internal relationships with relevant departments

Participates in internal mentorship programs when needed, to assist in developing confident and motivated staff and ensure customers receive a consistently high-quality service

Assist team members with additional workloads as deemed necessary by business/customer needs

Proactively identifies when a customer is at risk and follows the adequate process by raising it to the relevant internal stakeholders

Investigate, report and document straightforward customer issues and/or enhancement requests and ensure that both internal and external stakeholders are updated as appropriate

Demonstrate Clarivate’s company values at all times

Act as a voice of the customer and report customer feedback to contribute to organizational learning and ensure best practice is coordinated across the organization

About the Team

Our team consists of 700+ individuals located across the globe. Our primary focus is to ensure our customers receive 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 long-term contract, working hours 2pm CET- 10pm CET. 

This is a hybrid position working in the office 3 days every other week.

Benefits: 

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  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.