Senior Customer Care Advisor
Clarivate
- Pulau Pinang
- Permanent
- Full-time
- Bachelor's degree or equivalent
- 2 years of relevant experience in a customer care environment
- Ability to speak, read & write in Japanese, English, and Chinese
- Experience in customer service
- Strong interpersonal skills engaging with individuals at all levels
- Ability to work through customer conflict and provide resolution using provided guidelines and judgement
- Ability to learn new products quickly and to adapt to changes in delivered services
- 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.