Customer Care Advisor

About the role

We are looking for a Customer Care Advisor to join our Customer Care team and support customers in the dynamic world of Intellectual Property. This is an exciting opportunity for someone who enjoys helping others, solving problems, and delivering outstanding customer experiences.

Key responsibilities

• Serve as the first point of contact for customer inquiries related to billing, invoices, payments, subscriptions, and account matters via phone, email, webform, and live chat.
• Investigate and resolve customer account issues, disputes, and payment‑related questions with accuracy, professionalism, and a customer‑first approach.
• Research contracts, subscriptions, and account information to identify solutions and provide clear guidance to customers.
• Take ownership of customer cases from initial inquiry through resolution, ensuring a positive customer experience at every stage.
• Use CRM systems to document customer interactions, manage cases, and ensure compliance with established processes and service standards.
• Develop expertise in Clarivate’s billing, payment, and account‑management policies while continuously building knowledge through structured training and onboarding programs.
• Collaborate closely with Customer Service, Sales, Account Management, and other internal teams to deliver timely and effective solutions for customers.

Required profile

• Proficient level of English language.
• Bachelor’s degree and/or equivalent work experience.
• Proficient in Microsoft Office, particularly Outlook, Word and Excel.
• At least 1 year of experience in a customer‑service, account‑support, or similar customer‑facing role.
• Demonstrated attention to detail.
• Experience with Salesforce.

Required skills

• Microsoft Office (Outlook, Word, Excel).
• Salesforce.
• CRM systems.

What we offer

• 25 days paid leave per annum.
• Private health insurance.
• Paid lunch.
• Yearly bonus.
• Yearly merit plan.
• Access to My Learning Platform.
• Fit Pass.
• Life insurance.
• Accident insurance.
• Company bicycles available rent‑free.