Customer Service Specialist - Patent Annuities
Clarivate (Malaysia) Sdn Bhd
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RM 4000 - RM 8000
Bayan Baru
Full-Time
Job Description
Department: Commercial Performance and Operations (CPO)
Reports to: Head of Global Business Center
About Clarivate:
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™, and MarkMonitor™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.
Purpose of Position:
The Customer Service Specialist (CSS) - Patents Annuities is part of the overall Global Customer Service organization. The CSS is responsible to deliver front end service and support for Clarivate Patent Renewal service customers.
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, 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. Additional language skills are a plus.
Responsibilities:
- Provide professional, efficient, high quality service to a portfolio of (key) renewals customers on a day-to-day basis
- Collaborate with all areas of the business where/when necessary to meet customer expectations by ensuring adherence to the agreed or required service levels
- Ensure compliance with department and legal procedures and take immediate and appropriate action when risks arise
- Develop customer expert knowledge and familiarity of Clarivate’s IP services and software products
- Guarantee customers receive a professional, efficient and courteous response to queries
- Develop a successful working relationship between Clarivate’s local and global teams
- Occasionally be responsible for managing projects as assigned for existing customers
- Assist team members with additional workloads as deemed necessary by business/customer needs
- Ensure appropriate turnaround times and response quality to meet customer targets and to align workflow with business objectives
- Embrace initiatives to reduce manual exceptions/work around to facilitate a more seamless partnership with customers
- Understand and adhere to ISO 9001 processes at all times
- Ensure that customer profiles are kept up to date in order to provide the relevant areas of the business with current information
Job Requirements
- Undergraduate degree from an accredited college/university required, science degree preferred or a minimum of 3 years equivalent and progressive work experience
- Basic knowledge of patent lifecycle & renewals knowledge preferred
- Previous long-standing business-to-business customer facing experience and strong customer orientation
- Consistent, positive attitude and deep customer service orientation
- Interpersonal skills: capable of developing and maintaining positive customer and business relationships, and manage demanding customers
- Demonstrated attention to detail
- Ability to work well under pressure
- Basic analytical and problem-solving skills
- Strong and effective communication skills: able to communicate clearly and concisely
- Competent in MS Office 365, in particular Excel, Word, PowerPoint, MS Teams, Outlook etc.
- Languages: Excellent verbal and written communication skills are crucial.
- Desire to remain in and grow an exciting career within a dynamic, innovative company
Company Benefits
Fun & Engaging Team!
Our team is fun, happy and energized! We practice open communication, healthy team work environment!
Global Exposure
You would learn about global exposure if you join us! You are in the trending industry like Data Analytics and Life Sciences!
Awesome Medical Benefits
Excellent medical benefits all for employees!
Awesome Type of Leaves
We recognize >17 local and regional public holidays! We recognize hard work - we have replacement holidays too! Women get 3 months maternity and more!
Attractive Remuneration
We provide attractive packages for the best hire! We provide extra 3% EPF contribution to all!
Additional Info
Experience Level
1 - 15 Years of Experience
Job Specialisation
Customer Service
Company Profile
Clarivate (Malaysia) Sdn Bhd
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 CPA. 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 8,500 colleagues in 40 countries and we work with over 200 partners to deliver value and success for our customers. Today, Clarivate is a publicly traded company, listed on the New York Stock Exchange under the tickers NYSE: CLVT.
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.
Customer Service Specialist - Patent Annuities
Clarivate (Malaysia) Sdn BhdRM 4000 - RM 8000
Bayan Baru
Full-Time
This job is no longer available