Bayan Lepas Jobs Customer Care Advisor – Patent (legal Background) Position at Clarivate (Malaysia) Sdn Bhd

Image Clarivate (Malaysia) Sdn Bhd
  • Job vacancies posted on: 12 months ago

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We are currently looking for adequate candidates to fill the position of Customer Care Advisor - Patent (Legal background). For candidates who reside in Bayan Lepas and its surrounding areas, we are looking forward to hearing from you to join our team at Clarivate (Malaysia) Sdn Bhd and willing to work in our office under full time working hours system.

We have specific requirements for each of our employees as well as potential workers because we are a professional and knowledgeable business in the field we work in. We look forward to hearing from you soon if you have expertise in the fields of Services & Customer Service with a minimum Bachelor's Degree, Post Graduate Diploma & Professional Degree.

We can give you a fairly competitive salary in the amount of RM 1,600 - RM 3,700 on average. It also can be modified based on the credibility and experience you can provide for our business in accordance with our company HRD agreement.

Job Info

Company Clarivate (Malaysia) Sdn Bhd
Position Customer Care Advisor - Patent (legal Background)
Region Bayan Lepas
Career Level Junior Executive
Work Experience 1 year
Qualification Bachelor's Degree, Post Graduate Diploma, Professional Degree
Type of Work Full-Time
Specialization Required Customer Service, Services
Minimum Salary MYR 1.550
Maximum Salary MYR 3.700

We are looking for a Customer Care Advisor to join our patent renewals team in Penang, Malaysia. The Customer Care Advisor is responsible to deliver front-end service and support for Clarivate Patent Renewal service customers. You will partner closely with our internal and external stakeholders to ensure smooth operation of the customer’s patent maintenance process while reporting under Patent Annuities Team Lead and/or Manager. The position requires exceptional customer service skills and a strong desire to be on a continual journey of learning a variety of products, content types, and customer “personas”. Mastery of spoken and written English, having a positive and friendly demeanor, great problem-solving skills, and both confidence and poise in all customer interactions, particularly via emails and phone, are a must.

About You:-

  • Minimum of 3 years equivalent and progressive work experience.
  • Basic knowledge of patent lifecycle & renewals knowledge preferred.
  • Undergraduate degree from an accredited college/university required, law or science degree preferred.

It would be great if you also had:-

  • Analytical and problem-solving skills • Exceptional interpersonal communication skills.
  • Capable of developing and maintaining positive customer and business relationships, and manage demanding customers.
  • Desire to remain in and grow an exciting career within a dynamic, innovative company.
  • Demonstrate attention to detail.
  • Strong customer focus and proven record of exceptional service delivery.
  • Ability to work well under pressure.
  • Strong and effective communication skills: able to communicate clearly and concisely.
  • Languages: Excellent verbal and written communication skills are crucial in English.
  • Competent in MS Office 365, Excel, Word, PowerPoint, MS Teams, Outlook etc.
  • Consistent, positive attitude and deep customer service orientation

What will you be doing in this role?

  • Responsible for the day-to-day query management of a portfolio of customers and associated renewal activities.
  • Providing high-quality, professional, and efficient frontline service support to US-based customers.
  • Handles patent maintenance on behalf of customers including data updates which complies with all procedures without adding increased risk whilst maintaining a high quality of customer service.
  • Logs, responds and resolves queries via email and call.
  • Initiating improvements to renewal procedures which will increase growth and profitability of Clarivate.
  • Collaborate with all areas of the business where/when necessary to meet customer expectations by ensuring adherence to the agreed or required service levels.
  • Resolve issues by responding promptly and efficiently to customer queries while managing their expectations.
  • Responsible for developing customer relationships that drive customer retention and customer satisfaction.
  • Assist team members with additional workloads/ad hoc tasks as deemed necessary by business/customer needs.
  • Ensure appropriate turnaround times and response quality to meet customer targets and to align workflow with business objectives.
  • Ensure that customer profiles are kept up to date.
  • Develop customer expert knowledge and familiarity with Clarivate’s IP services and software products.
  • Occasionally be responsible for managing projects as assigned for existing customers.
  • Ready, willing and able to work during EST hours permanently.

About the Team

The Patent Annuities team provides support exclusively to the US based customers by managing their patent portfolios for renewal purposes. Our customers are mainly based in the United States ranging from corporate offices, law firms and individual inventors. Our team mainly focuses on managing customers’ expectations while keeping a high-level customer service.

Hours of Work

45 hours per week during EST hours permanently including Saturday and Sunday support.

Office/Company Address

Country Malaysia
Region Penang
City Bayan Lepas
Map Google Map

Benefit

  • Get work experience
  • Bonus for overtime
  • Be taught first
  • Good work environment

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Company Description

Clarivate™ is a global leader in providing trusted information and insights to accelerate the pace of innovation. We offer subscription and technology-based solutions coupled with deep domain expertise that cover the entire lifecycle of innovation – from foundational research and ideas to protection and commercialization. Today, we’re setting a trail-blazing course to help customers turn bold ideas into life-changing inventions. Our portfolio consists of some of the world’s most trusted information brands, including the Web of Science™, Cortellis™, Derwent™, CompuMark™, MarkMonitor™ and Techstreet™. For more information, please visit clarivate.com

At Clarivate we believe human ingenuity can transform the world and improve our future.That’s why we harness our global reach, curate our content, and invest in best-in-class technology and people.

JOIN US TODAY

It’s never been a more exciting time to join Clarivate as we build our brand new, state-of-the-art Global Business Center in Penang. As a new and growing center, you will have the opportunity to accelerate and develop your career in numerous directions. It really is the best time to be joining us!

Company Info

  • Industry: Consulting (IT, Science, Engineering & Technical)
  • Registration No.: 1360469-D
  • Company Size: More than 5000 Employees
  • Average Processing Time: 19 days
  • Benefits & Others: Dental, Education support, Miscellaneous allowance, Medical, Sports (e.g. Gym), Parking, Vision, Business (e.g. Shirts), Center of Excellence supporting APAC, EMEA, US hours
This vacancy is suitable for those of you who live in the following areas: Penang