Senior Customer Care Advisor

We are looking for a Senior Customer Care Advisor to join our customer care team in China. This is an amazing opportunity, reporting to Customer Care Director.  

This role is responsible for providing assistance, troubleshooting, and problem resolution to end users and customers experiencing service or product utilization issues. The main focus will be for our Patent and Trademark Annuities Customers

About You – experience, education, skills, and accomplishments  

• Bachelor’s degree or equivalent 
• 2 years of relevant experience

It would be great if you also had . . .  

• Experience in working in law firm and/or professional environment
• Handling customer matters
• English speaking and writing skills
• Working within a team

What will you be doing in this role? 

• Acts as primary escalation point for customers facing complex issues, referring queries to more specialized colleagues or teams as necessary. 
• Applies developed product or service knowledge to resolve a high number of queries with greater efficiency and level of autonomy within the Customer Care team. 
• Mentors less experienced colleagues and assists with colleague training and onboarding. 
• Investigates, reports and documents customer issues and/or enhancement requests. Contributes ideas for improving services, systems, and processes and eliminating coverage gaps. 
• Acts as a voice of the customer and reports customer feedback to contribute to organizational learning and best practices. 

About the Team 

The China Customer Care is focused on servicing our Annuities customers.  The team is part of the wider APAC structure, which has teams also in China, Taiwan, Japan, and Australia.  The team is a very customer centric group who have a passion for exemplary customer service delivery.

Hours of Work  

40 hour per week, Full time permanent position based in China, Shenzhen

At Clarivate, we are committed to providing equal employment opportunities for all  qualified 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.