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Customer Care Advisor (Intellectual Property)Clarivate · R166-Alexandria
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Clarivate

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Customer Care Advisor (Intellectual Property)

🗓️ Posted 2026-08-12 R166-Alexandria Full-time Hybrid Customer Service Call Centre
💰 Salary 3,667 GBP–4,583 GBP/mo (44,000 GBP–55,000 GBP/yr) 📊 Market NA

About the Company

We are looking for a Customer Care Advisor to join our Intellectual Property team at Clarivate. In this role, you will be responsible for providing exceptional customer service and support to internal and external customers. As the initial point of contact, you will address customer queries, troubleshoot common issues, and assist customers in resolving problems related to Clarivate's products or services. Customer Care Advisors work across various communication channels, such as phone, email, and chat to assist customers in a prompt, professional, and friendly manner.

Requirements

  • ● Bachelor's degree or equivalent relevant work experience in customer care/service
  • ● + years of experience working in a customer support related role
  • ● + years of experience using Microsoft Office Suite, particularly Outlook, Word and Excel
  • ● It would be great if you also had...
  • ● Proven customer service skills including acting with urgency, being proactive, thinking like a customer, following up and following through
  • ● Strong interpersonal skills engaging with individuals at all levels
  • ● Exceptional language skills including a clear, crisp, easily understood, direct but pleasant communication
  • ● Excellent written and verbal (face-to-face and phone) communication and problem-solving skills
  • ● Ability to work through customer conflict and provide resolution using provided guidelines and judgement
  • ● Flexible and adaptable to accommodate customer and business needs
  • ● Ability to establish priorities, manage work independently, and meet deadlines
  • ● What will you be doing in this role
  • ● Acts as a first point of contact and provides verbal and written response to customer inquiries via multiple communication channels (phone, email, chat) utilizing the Customer Relationship Management (CRM) and/or IT Service Management (ITSM) system, ensuring that customer inquiries are handled correctly and follow all processes, procedures and best practices
  • ● Resolve customer inquiries and requests related to products and services in a professional, accurate, courteous and timely manner using various communication channels (phone, email, chat)
  • ● Maintain and document detailed customer interactions as well as ensure appropriate turnaround times and response quality to meet customer agreements
  • ● Prioritize and resolve issues while handling sensitive situations with customers and escalating complaints and sensitive topics to a manager, next tier of service and/or relevant department
  • ● Display a team-oriented and positive attitude both within the Customer Care department and when communicating and collaborating with different stakeholders to foster internal relationships with relevant departments
  • ● Participates in internal mentorship programs when needed, to assist in developing confident and motivated staff and ensure customers receive a consistently high-quality service
  • ● Assist team members with additional workloads as deemed necessary by business/customer needs
  • ● Identify when a customer is at risk and follow the adequate process by raising it to the relevant internal stakeholders