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Clarivate

Entitlement Representative

🗓️ Posted 2026-09-03 Malaysia - Penang Full-time Hybrid Customer Service Call Centre

Company shared salary

NA

Market rate

RM2,500–RM4,000/mo (RM30,000–RM48,000/yr)

Based on similar roles (title + domain + location).

About the Company

We are looking for an Entitlements Representative to join our Entitlements team in Penang, Malaysia. This is an exciting opportunity to work in a fast-paced operational environment supporting customer access and subscription management across a diverse portfolio of Life Sciences and Healthcare products. The role involves managing end-to-end entitlement activities, customer onboarding, subscription setup and maintenance, access provisioning, order validation, troubleshooting, fulfilment, and case resolution. The Representative will collaborate closely with Sales, Customer Care, Product Management, Account Managers, and other cross-functional teams to ensure a seamless customer experience and adherence to service level commitments. The position also offers opportunities to contribute to process improvement initiatives, SOP development, quality programs, compliance activities, and operational excellence projects. This description aligns with Entitlements responsibilities, processes, SLA objectives, and system usage within the Entitlements organization

Requirements

  • ● Fresher or up to 2 years of experience in Customer Service, Customer Support, Operations, Account Management, or a client-facing role.
  • ● Exposure to Salesforce (SFDC), CRM tools, case management systems, or ticketing platforms is an advantage. Salesforce is used within Entitlements for case handling, request tracking, and workflow management. Education
  • ● Bachelor's degree in any discipline.
  • ● Graduates from Business, Commerce, Science, Management, or related fields are encouraged to apply.
  • ● Highly self-motivated and able to work independently or with a team to produce high quality deliverables that require little rework. Accomplishments & Attributes
  • ● Demonstrated ability to take ownership and drive tasks to completion.
  • ● Proven track record of delivering high-quality work with minimal supervision.
  • ● Strong organizational and time management skills.
  • ● Ability to thrive in a fast-paced, dynamic environment.
  • ● Displays initiative, accountability, and a continuous improvement mindset.
  • ● Passion for learning, personal development, and delivering an exceptional customer experience.
  • ● It would be great if you also had . . .
  • ● Excellent verbal and written communication skills.
  • ● Strong customer service mindset with the ability to build positive stakeholder relationships.
  • ● Quick learner with the ability to understand new systems, tools, and processes rapidly.
  • ● Strong analytical and problem-solving skills.
  • ● High attention to detail and commitment to accuracy.
  • ● Ability to prioritize tasks and manage multiple requests effectively.
  • ● Adaptable and flexible to work in rotational shifts supporting global customers.
  • ● Proficient in Microsoft Office applications, particularly Outlook, Excel, and Teams.