Senior Customer Care Advisor

at  Clarivate

We are looking for an experienced Senior Customer Care Advisor to join our global Books team! The main purpose of the Customer Care Advisor is to proactively manage customer base by building long term relationships, provide effective resolution of day-to-day issues and enhance the reputation of the Company by providing great Customer Service.
You will act as the principal point of contact for the customer. As a member of the Customer Care Team, the Senior Customer Care Advisor is responsible for responding to customer queries by phone, email or Client Cloud. If this sounds like an opportunity you are interested in, then we would love to talk to you!

ABOUT YOU – EXPERIENCE, EDUCATION, SKILLS, AND ACCOMPLISHMENTS.

• At least 2 years of experience working in a related Customer Care environment.

• Serve as a principal point of contact for the customer.
• Liaise with Customers and Internal Departments to ensure accurate and timely customer onboarding in line with SLA’s.
• Respond to customer inquiries with high degree of professionalism and within set standards by phone, email, Client Cloud.
• Link customers with the relevant internal departments.
• Understand and contribute towards departmental, functional, and corporate objectives.
• Oversee correct process of customer ordering, communicate any changes both to customer and to internal departments.
• Proactively promote the company and its services, ensuring all leads are actioned and followed through.
• Process special requests for customers as required (proforma invoices, reports, etc).
• Work in partnership with the external sales force to ensure all existing and new customers receive a consistent high level of service.
• Document, analyse and deliver statistical data as required by the customer to track work progress and achievement.
• Organise, prepare and attend regular meetings with the customer, in conjunction with senior management, in order to review the business over the past period as well as to define the objectives for the coming period.
• Review monthly with the external sales representative, to share information on potential growth and identify actions required to take the business forward.