We are looking for a Customer Care Advisor to join our Life Sciences & Healthcare Customer Care team in Belgrade. This is an amazing opportunity to work on Life Sciences & Healthcare products within the Customer Care department. We have a great skill set in Belgrade Centre of Excellence and we would love to speak with you if you background in life sciences, have excellent spoken and written English, have a positive and friendly demeanor, great problem-solving skills, and both confidence and poise in all customer interactions.

About You – experience, education, skills, and accomplishments

Undergraduate degree from an accredited college/university (life sciences, chemistry or similar degree preferred)

At least 1 year of customer service experience

Exceptional English (B2/C1) language skills including a clear, crisp, easily understood, direct but pleasant communication style

Willingness to work EMEA & US shift

It would be great if you also have . . . 

1-3 years of customer service experience (life sciences related experience is a plus - MedTech, BioTech, Pharma, Regulatory agencies or similar)

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

Ability to communicate with poise and confidence 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

Competency in MS Office 365, in particular Excel, Word, PowerPoint, MS Teams, Outlook

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 following 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 tollgates

Assume ownership of customer inquiries until resolution is provided to customers’ satisfaction

Replicate customers’ technical/product issues to provide appropriate steps for resolution

Maintain a high level of knowledge about products and new product releases through participation in product training and go-to-market launch activities

About the Team

The team consists of 8 people and is reporting to the Customer Care Team Lead. The team is a part of the broader LS&H Customer Care team, which provides support for Clarivate's Life Sciences and Healthcare products and solutions that help advance innovation and accelerate patient-centric outcomes.

Benefits:

Holidays: 25 days paid leave per annum Private Health Insurance Paid Lunch Yearly Bonus Yearly Merit Plan My Learning Platform Fit Pass Life InsuranceAccident InsuranceCompany bicycles for rent free of charge

Hours of Work 

This is a full-time position, 40 working hours per week (EMEA & US shifts: 8 hour shifts with starting hours between 9am and 6pm CET, as per agreed schedule). This is a hybrid position working in the office 3 days every other week.

#LI Hybrid

Only shortlisted candidates will be contacted.

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.