Senior Customer Care Advisor (French Speaking)

About the role

Clarivate's Brand IP team in Belgrade is looking for a Senior Customer Care Advisor fluent in French and English. The role delivers customer service and support to clients using Clarivate's Brand IP solution services, in a fast-paced, international environment. It is a full-time position with core hours aligned to CET, operating in shifts between 08:30 and 18:00.

Key responsibilities

• Act as the primary escalation point for customers facing complex issues, referring queries to more specialised colleagues or teams as needed.
• Apply product and service knowledge to resolve a high volume of queries efficiently and with greater autonomy within the Customer Care team.
• Mentor less experienced colleagues and help with training and onboarding.
• Investigate, report and document customer issues and enhancement requests, and suggest improvements to services, systems and processes.
• Act as a voice of the customer and report feedback to support organisational learning and best practice.

Required profile

• Fluent French and English, with strong written and verbal communication skills.
• 2 years of experience in customer care or client-facing roles.
• Bachelor's degree or equivalent work experience.
• Nice to have: previous experience in an intellectual property field.

Required skills

• Microsoft Office Suite, including Excel, Word, PowerPoint, MS Teams and Outlook.

What we offer

• 25 days of paid leave per year.
• Private health insurance, life insurance and accident insurance.
• Paid lunch and yearly bonus.
• Merit plan and access to a learning platform.
• Fit Pass and company bicycles available for rent free of charge.

The team supports trademark maintenance for leading corporations and law firms, with support in five languages. The role is hybrid, with at least three days every other week in the Belgrade office; during onboarding, daily on-site presence is required. Only shortlisted candidates will be contacted.