CUSTOMER CARE ADVISOR (ITALIAN-SPEAKING)

We are looking for a Customer Care Advisor (Italian-speaking) to join our Patent Annuities team in Belgrade. This is an amazing opportunity to work on PA within the Customer Care department. The team consists of approximately 10 people and is reporting to the Customer Care Managers. We have a great skill set in Belgrade Centre of Excellence and we would love to speak with you if you have excellent spoken and written Italian, have a positive and friendly demeanor, great problem-solving skills, and both confidence and poise in all customer interactions.

About You – Experience, Education, Skills, And Accomplishments

• B2 level of Italian
• C1 level of English
• 0-2 years of customer service experience
• Bachelor’s degree or equivalent work experience

It would be great if you also had

• Previous long-standing business-to-business customer facing experience and strong customer orientation.
• Basic knowledge of patent lifecycle
• Experience in developing and maintaining positive customer and business relationships, and managing demanding customers
• Working experience with MS Office 365, Excel, Word, PowerPoint, MS Teams, Outlook

What will you be doing in this role?

• Provide professional, efficient, high-quality service to a portfolio of customers on a day-to-day basis
• Collaborate with all areas of the business where/when necessary to meet customer expectations by ensuring adherence to the agreed or required service levels
• Ensure compliance with department and legal procedures and take immediate and appropriate action when risks arise
• Develop customer expert knowledge and familiarity of Clarivate’s IP services and software products
• Guarantee customers receive a professional, efficient and courteous response to queries
• 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 in order to provide the relevant areas of the business with current information

About The Team

We provide Patent Annuity services to world-leading corporations and law firms. We guarantee to our customers the following:

• Keep customers’ patents in force;
• Patent Annuity (skilled and knowledgeable team);
• Network of local agents;
• Cost efficient service by providing best pricing model;
• Smooth and easy annuity service;
• Streamlined documentation procedure;
• Resolving all issues and obstacles on the way to a successful service completion

Patent Annuities team consists of experienced Service Account Managers and Customer Care Advisors in Europe, Asia and North America. You will be communicating with different teams worldwide daily, such as Finance, IP Legal, Supplier team, IT Departments; sales etc. to provide valuable customer experience.

Hours of Work
From 9 am to 5 pm CET, full time
This is a hybrid position working in the office 3 days every other week.

We Offer:

• Holidays: 25 days paid leave per annum
• Private Health Insurance
• Paid Lunch
• Yearly Bonus
• Yearly Merit Plan
• My Learning Platform
• Fit Pass
• Life Insurance
• Accident Insurance
• Mental health care
• Company bicycles for rent free of charge

Only shortlisted candidates will be contacted.

At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.