We are looking for a Customer Care Advisor to join our Customer Care team in Penang. This is an amazing opportunity to work on our life science and healthcare solutions, like Cortellis. The team consists of 5 advisors and reports to the Senior Manager of customer Care. We have a great skill set in providing professional insights and services to our clients, and we would love to speak with you if you have pharma or life sciences-related knowledge.

About You – experience, education, skills, and accomplishments

The position requires exceptional customer service skills and 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 and Japanese, having a positive and friendly demeanor, great problem solving skills, and both confidence and poise in all customer interactions, particularly via phone, are a must.

An undergraduate degree from an accredited college/university is required.Major in science degree.Native level of Japanese in speaking and writingGood English language skills, including a clear, easily understood and direct communication styleAnalytical, troubleshooting and decision-making skillsStrong interpersonal skills in dealing with people at all levelsExcellent writing, phone handling, communication and problem-solving skillsAbility to communicate with poise and confidence when working through complex issuesAbility to act with urgency and be proactive, strong client-focused mindset, and excellent follow-up and follow-through skills.Commitment to providing exceptional experiences without settling for delays or subpar outcomesAttention to detail and ability to multitask while maintaining a sense of urgencyConsistent, positive attitude.Ability to think logically, critically, quickly and strategically to solve issuesAbility to meet departmental deadlines and use effective organization and planning skillsDesire to remain in and grow an exciting career within a dynamic, innovative company

It would be great if you also have . . .  

Direct customer support experience with Japanese or in life science industry

What will you be doing in this role?

The core responsibility is to support all incoming product and technical customer cases via phone, email, webform or live chat. Cases may involve “how-to” questions, content and data questions, product navigation, simple training, research support, configuration changes, and technical troubleshooting. Product Support Representatives are required to provide timely, accurate, and value-adding customer service to all internal, external, and potential customers.

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 practicesEfficiently resolve customer problems and/or questions related to products and services, in a professional, accurate, courteous and timely mannerDelight customers with exceptional service skills and a can-do attitude with every interactionComplete and demonstrate a progressive understanding of the training requirements and pass all new-hire onboarding programs and toll-gatesAssume ownership of customer inquiries until resolution is provided to customers’ satisfactionReplicate customers’ technical/product issues to provide appropriate steps for resolutionInterpret and analyze customer needs to resolve inquiries and improve product utilizationMaintain a high level of knowledge about products and new product releases through participation in product training and go-to-market launch activitiesBe 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

Our team consists of 700+ individuals located across the globe. Our primary focus is to ensure our customers receive a best-in-class service experience using our products. We achieve this by focusing on proactive/preventative measurements, attention to detail, goal setting and clear communication.

The Customer Care Advisor is part of the overall Global Customer Experience organization. This position will provide support for customer queries on Clarivate products within assigned area(s) of expertise (Life Sciences & Health Care).

Hours of Work

This is a full-time position. You will primarily work core business hours in your time zone, but you can adjust to various global time zones as needed.

This is a hybrid position working in the office up to 3 days a week.

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.