We are looking for a Senior Customer Care Advisor to join our service account management team in Penang, Malaysia. This is an amazing opportunity, reporting to Customer Care Senior Manager.This role is responsible for developing long-term customer relationships that drive customer retention, portfolio expansion and overall satisfaction.About You – experience, education, skills, and accomplishmentsBachelor's degree or equivalent2 years of relevant experience in a customer care environmentAbility to speak, read & write in Japanese, English, and ChineseIt would be great if you also had . . .Experience in customer serviceStrong interpersonal skills engaging with individuals at all levelsAbility to work through customer conflict and provide resolution using provided guidelines and judgementAbility to learn new products quickly and to adapt to changes in delivered servicesWhat 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 necessaryApplies 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 gapsActs as a voice of the customer and reports customer feedback to contribute to organizational learning and best practices.About the TeamThe APAC Customer Care team is a team of 10 today and growing. The team is geographically spread across China, Japan and Korea. It’s an exciting time to join the Customer Care team at Clarivate as we are in growth mode.Hours of WorkThis is a full time & permanent position.At Clarivate, we are committed to providing equal employment opportunities for all 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.
