Customer Care Advisor, Korean+ Chinese+English

We are looking for a Customer Care Advisor to join our Customer Care team in China. This is an amazing opportunity to work on our life science and healthcare solutions like Cortellis. The team consists of 3 advisors and is reporting to the Senior Manager, Customer Care. We have a great skill set in providing professional insights and services to our clients and we would love to speak with you if you have skills in software customer services or pharma related knowledge.

About You – experience, education, skills, and accomplishments

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, Chinese and Korean, 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.

• Undergraduate degree from an accredited college/university required,
• Native level of Chinese and Korean in speaking and writing
• Good English language skills including a clear, easily understood and direct communication style
• 1-2 years of customer service experience
• Analytical, troubleshooting and decision-making skills
• Strong interpersonal skills in dealing with people at all levels
• Excellent writing, phone handling, communication and problem-solving skills
• Ability to communicate with poise and confidence working through complex issues
• Proven customer service skills including acting with urgency, being proactive, thinking like a client, following up and following through, and never settling for delays or a less-than great experience
• Attention to detail and ability to multitask and while maintaining a sense of urgency
• Consistent, positive attitude and deep customer service orientation
• Ability to think logically, critically, quickly and strategically to solve issues
• Ability to meet departmental deadlines and use effective organization and planning skills
• Excellent presentation/training skills
• Desire to remain in and grow an exciting career within a dynamic, innovative company

It would be great if you also have . . .

• Major in science degree preferred
• Direct customer support experience with Korea or in life science industry

What will you be doing in this role?

The core responsibility is to support all incoming product and technical customer cases via phone, email, webform or live chat. Cases may involve “how-to” questions, content and data questions, product navigation, simple training, research support, configuration changes, and technical troubleshooting. Product Support Representatives are required to provide timely, accurate, and value-adding customer service to all internal, external, and potential customers.

• Provide verbal and written response to customer inquiries utilizing the Customer Relationship Management (CRM) system, ensuring that customer inquiries are handled correctly and follow all processes, procedures and best practices
• Efficiently resolve customer problems and/or questions related to products and services, in a professional, accurate, courteous and timely manner
• Delight customers with exceptional service skills and a can-do attitude with every interaction
• Complete and demonstrate a progressive understanding of the training requirements and pass all new-hire onboarding programs and toll-gates
• Assume ownership of customer inquiries until resolution is provided to customers’ satisfaction
• Replicate customers’ technical/product issues to provide appropriate steps for resolution
• Interpret and analyze customer needs to resolve inquiries and improve product utilization

• Maintain a high level of knowledge about products and new product releases through participation in product training and go-to-market launch activities
• Be a great team-player with with your customer service colleagues, our Sales and Account Management partners, and key internal stakeholders. Rigorously uphold our core values: Aim for greatness, value every voice and own your actions

About the Team

Our team consists of 700+ individuals located across the globe. Our primary focus is to ensure our customers receive a best-in-class service experience using our products. We achieve this through our focus on proactive/preventative measurements, attention to detail, goal setting and clear communication.

The Customer Care Advisor is part of the overall Global Customer Service organization. This position will provide support for customer queries on Clarivate products within assigned area(s) of expertise (Life Sciences & Health Care).

Hours of Work

This is a full-time position, primarily working core business hours in your time zone, with flexibility to adjust to various global time zones as needed.

This is a hybrid position working in the office up to 3 days a week.

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.