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Customer / Product Support Representative

Customer Service
Full-Time
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Bayan Baru, Penang

About The Job

Excited to grow your career?
We value our talented employees, and whenever possible strive to help one of our colleagues grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply! Our people make all the difference in our success.

Product Support Representative (PSR)
  • Join a global organization supporting people creating innovations that change the world.
  • Participate in a 9-week training program to set you up for success
  • Accelerate and develop your career in Customer Service
  • We’re launching a world-class Global Business Center in Penang, Malaysia and have multiple opportunities available.   If you are looking to start a career at an amazing company where you will continually learn and grow, now is the time to join our team!


About the role
As a Product Support Representative, you will be interacting with EMEA and AMER customers via phone, email and live chat, answering product, content, training and technical troubleshooting queries mainly on publishing S1 manuscripts : Author, Reviewer, Editor, Admin and Developer support.

Please find the FAQs on S1 support: https://clarivate.com/webofsciencegroup/support/scholarone-manuscripts/faqs-help/

In this role you will develop deep product and technical expertise that will help you support and deliver exceptional customer service.   Working across our various communication channels, you will need strong communication, analytical and problem-solving skills.   Always professional, you will provide timely, accurate and value-adding customer service to all internal, external, and potential customers.
  1. Shift Hours / Working Hours: To support US evening shift / after US Office hours shifts. This would be a fixed shift in Penang. To start the shift between 5.00am or 6am MYT / 4.00pm or 5.00pm EST
  2. There will be no shift differentials for this support hours
  3. During Training period the work hours can be from 8.00pm or 9.00pm MYT / 7.00am or 8.00am EST

Job Requirements

To be successful in this role you must be able to ask the right questions and find the right solutions.  With exceptional English communication skills, both written and verbal, portraying a can-do attitude, enjoying taking ownership of customer enquiries through to resolution and acting with a sense of urgency to deliver great customer outcomes.  We’re looking for people who are logical thinkers.  People who can critically, quickly and strategically solve issues whilst delivering exceptional customer experiences.  If you are curious and enjoy working in an environment with a strong culture of learning then this role will be right for you!

  1. We are looking for high energy, talented individuals who possess the following skills and attributes:
  2. Proven customer service skills within a B2B environment where you are supporting professionals and building customer rapport and trusted partnerships
  3. Confident, clear and pleasant communication skills, both verbal and written
  4. A strong desire to learn - wants to know more and continually grow
  5. Ability to confidently engage with a variety of users, comfortable with asking probing questions, seeking clarification, doing research and using your initiative to resolve customer issues Analytical, troubleshooting, and decision-making skills
  6. Being a team player who is always willing to help others
  7. Attention to detail and ability to multi-task and while maintaining a sense of urgency
  8. Additional language skills are a plus
  9. Tertiary qualification in relevant field are desirable but not essential – for example Scientific, Research, Publishing or Bio-Chem or Pharma background
  10. Basic technical troubleshooting experience 

Our Culture

WORLD-CLASS GBC

It’s never been a more exciting time to join Clarivate as we build our brand new, state-of-the-art Global Business Center in Penang.  We offer a 9-week initial training program that will set you up for success as well as ongoing training opportunities that will take your career to the next level.  As a new and growing Global Business Center, our Penang location will provide an opportunity to accelerate and develop your career in numerous directions.  With an attractive base salary, a performance-based bonus and an opportunity to participate in our Customer Delight share program, it’s an exciting time to be joining us.  

We’re a values-driven organization and are looking for individuals who share and want to uphold our values:  Aim for greatness, Value every voice and Own your actions.  

PROVIDE INSIGHTS AND ANALYTICS

Clarivate is a global leader in providing trusted insights and analytics to accelerate the pace of innovation. We have built some of the most trusted brands across the innovation lifecycle, including the Web of Science™, Cortellis™, DRG, Derwent™, CompuMark™, MarkMonitor™ and Techstreet™. Today, Clarivate is on a bold entrepreneurial mission to help our clients reduce the time from new ideas to life-changing innovations. For more information, please visit clarivate.com.

We employ more than 6000 colleagues in 43 countries.  Clarivate is a public company. We are listed on the New York Stock Exchange under the tickers NYSE: CCC; CCC.WS.  

Clarivate is looking to stand up a world-class Customer Service organization with team members who have the perfect blend of strategic and creative thinking to support our global customers.
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