Clarivate

We are looking for a Customer Care Advisor to join our Life Sciences & Healthcare Customer Care team in Belgrade. This is an amazing opportunity to work on Life Sciences & Healthcare products within the Customer Care department. We have a great skill set in Belgrade Centre of Excellence and we would love to speak with you if you background in life sciences, have excellent spoken and written English, 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

• Undergraduate degree from an accredited college/university (life sciences, chemistry or similar degree preferred)
• At least 1 year of customer service experience
• Exceptional English (B2/C1) language skills including a clear, crisp, easily understood, direct but pleasant communication style
• Willingness to work EMEA & US shift

It would be great if you also had

• Proven experience in managing customer conflict and providing resolution using guidelines and judgment
• 1-3 years of customer service experience (life sciences related experience is a plus - MedTech, BioTech, Pharma, Regulatory agencies or similar)
• Analytical, troubleshooting and decision-making skills
• Strong interpersonal skills in dealing with people at all levels
• Excellent writing, phone handling, communication and problem-solving skills
• Ability to communicate with poise and confidence working through complex issues
• Proven customer service skills including acting with urgency, being proactive, thinking like a client, following up and following through, and never settling for delays or a less-than great experience
• Excellent presentation/training skills
• Attention to detail and ability to multitask and while maintaining a sense of urgency
• Consistent, positive attitude and deep customer service orientation
• Ability to think logically, critically, quickly and strategically to solve issues
• Ability to meet departmental deadlines and use effective organization and planning skills
• Competency in MS Office 365, in particular Excel, Word, PowerPoint, MS Teams, Outlook
• Eagerness to learn about Healthcare databases and solutions
• Desire to remain in and grow an exciting career within a dynamic, innovative company

What will you be doing in this role?

• Provide verbal and written response to customer inquiries utilizing the Customer Relationship Management (CRM) system, ensuring that customer inquiries are handled correctly and following all processes, procedures and best practices
• Efficiently resolve customer problems and/or questions related to products and services, in a professional, accurate, courteous and timely manner
• Delight customers with exceptional service skills and a can-do attitude with every interaction
• Complete and demonstrate a progressive understanding of the training requirements and pass all new-hire onboarding programs and tollgates
• Assume ownership of customer inquiries until resolution is provided to customers’ satisfaction
• Replicate customers’ technical/product issues to provide appropriate steps for resolution
• Interpret and analyze customer needs to resolve inquiries and improve product utilization
• Maintain a high level of knowledge about products and new product releases through participation in product training and go-to-market launch activities
• Be a great team-player with your customer service colleagues, our Sales and Account Management partners, and key internal stakeholders. Rigorously uphold our core values: Aim for greatness, value every voice and own your actions

About the Team

The team consists of 8 people and is reporting to the Customer Care Team Lead. The team is a part of the broader LS&H Customer Care team, which provides support for Clarivate's Life Sciences and Healthcare products and solutions that help advance innovation and accelerate patient-centric outcomes.

Hours of Work

This is a full-time position, 40 working hours per week (EMEA & US shifts: 8 hour shifts with starting hours between 9am and 6pm CET, as per agreed schedule). 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
• 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.