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Customer Care Advisor - IP

ProQuest

ProQuest

Customer Service
Chennai, Tamil Nadu, India
Posted on Tuesday, June 11, 2024

Customer Care Advisor – Intellectual Property

We are looking for a Customer Care Advisor to join our IP Products team in Chennai. This is an amazing opportunity to work on Derwent Innovation/Innography products. We would love to chat with you if you have experience in IP customer service, issue resolution, and confidence and poise in all customer interactions.

About You

  • Graduate with any Bachelor's degree.
  • Must have 1 years' experience in IT support service preferably in Intellectual Property based business.
  • Proficient in Microsoft Office, particularly in Outlook, Word and Excel.
  • A talent with strong interpersonal and exceptional English language skills including written and verbal (face-to-face and phone) communication.

It will be great if you’re also ….

  • Deep understanding about Intellectual Property, the life cycle, legalities and the functionalities of it.
  • Experienced working on Salesforce and JIRA platform.

What will you be doing in this role?

  • Provide verbal and written response 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 and delight customers with exceptional service skills and a can-do attitude with every interaction.
  • Maintain a high level of knowledge about existing products and new product releases through participation in product training and go-to-market launch activities.
  • Complete and demonstrate a progressive understanding of the training requirements and pass all new-hire onboarding programs and toll-gates.
  • 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, value every voice and own your actions.

About the Team

The team consists of 10 colleagues supporting globally. We have great skill sets positioned to support with customer queries on Clarivate products within IP. As a customer satisfaction driven team, we handle customer inquiries via phone, email or chat regarding technical issues with the database. We keep a clear and active focus on inquiry resolution and ensuring that all the necessary action is taken to resolve a customer's inquiry.

Hours of Work (Full-time, Permanent)

2.00 PM 11.00 PM or 6.30 PM to 3.30 AM IST – 9 hours (including one hour break)

Note – Should be open for rotational shifts

Current mode of work - Hybrid

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.