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Customer Service Specialist - Patent Annuities

Customer Service
Full-Time
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Bayan Baru, Penang

About The Job

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

  1. Undergraduate degree from an accredited college/university required, science degree preferred or a minimum of 3 years equivalent and progressive work experience 
  2. Basic knowledge of patent lifecycle & renewals knowledge preferred 
  3. Previous long-standing business-to-business customer facing experience and strong customer orientation 
  4. Consistent, positive attitude and deep customer service orientation 
  5. Interpersonal skills: capable of developing and maintaining positive customer and business relationships, and manage demanding customers 
  6. Demonstrated attention to detail 
  7. Ability to work well under pressure 
  8. Basic analytical and problem-solving skills 
  9. Strong and effective communication skills: able to communicate clearly and concisely 
  10. Competent in MS Office 365, in particular Excel, Word, PowerPoint, MS Teams, Outlook etc. 
  11. Capability to develop a thorough knowledge of CPA Global's services 
  12. Languages: Excellent verbal and written communication skills are crucial in German and English, plus French or Italian depending on the accounts that are serviced by the CSS 
  13. Desire to remain in and grow an exciting career within a dynamic, innovative company 

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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