雇用形態: Permanent
給与: RM4,000 - RM6,000
求人情報更新日: 18-10-2021
求人番号: PR/145934
担当者: Tun Xian Foo
求人情報掲載日: 2021/08/24 07:25

Job Responsibilities

  • Serve as the first point of contact (via phone, email, and web-based support portal) as a part of the customer service team regarding questions and issues related to multiple software products.
  • Triage of all incidents logged, determining the priority levels of all calls
  • Interact with customers, professional services, product management, and software developers to provide professional and efficient advice and assistance as the customer advocate
  • Resolving incidents in accordance with the Service Level Agreements; prioritise and resolve quick issues and escalate other issues to the relevant function 
  • Building customer relationships via phone, email, and other channels
  • Develop a full understanding of service capabilities,
  • Additional tasks as defined by management
  • Develop product knowledge through training and mentoring; aiming to develop expertise across the software product suite
  • Maintain detailed call records for all internal and external customer interactions. 
  • Strive to meet all performance metrics for software support delivery
  • Act upon and report customer feedback to contribute to organizational learning and ensure best practice is coordinated across the organization
  • Proactive in identifying any potential improvements to Software Support, identifying any capability gaps and flagging to the Head of Software Support

Job Requirements

  • Undergraduate degree from an accredited college/university required, technical or science degree preferred; a minimum of 3 years equivalent and progressive work experience is preferred
  • Basic knowledge of patent lifecycle & renewals knowledge preferred
  • Previous long-standing business-to-business customer facing experience and strong customer orientation
  • Consistent, positive attitude and deep customer service orientation
  • Interpersonal skills: capable of developing and maintaining positive customer and business relationships, and manage demanding customers
  • Demonstrated attention to detail
  • Ability to work well under pressure
  • Basic analytical and problem-solving skills
  • Strong and effective communication skills: able to communicate clearly and concisely
  • Competent in MS Office 365, in particular Excel, Word, PowerPoint, MS Teams, Outlook etc.
  • Capability to develop a thorough knowledge of Clarivate’s products and services
  • Desire to remain in and grow an exciting career within a dynamic, innovative company