Senior Customer Care Advisor

We are looking for a Senior Customer Care Advisor (French speaking) to join our Brand IP team in Belgrade. Senior Customer Care Advisor is responsible for delivering customer service and support to clients using Clarivate's Brand IP solution services. This is a fantastic opportunity for someone who enjoys working in a fast-paced, international environment and is passionate about helping customers succeed. If you're fluent in French and English, detail-oriented, and eager to grow your career in the world of intellectual property, this role is for you!

About You - experience, education, skills, and accomplishments

• Proficient in French, with strong written and verbal communication skills

• Proficient in English, with strong written and verbal communication skills

• Proficient in Microsoft Office Suite, including Excel, Word, PowerPoint, MS Teams, Outlook
• 2 years of experience working in Customer Care or client facing roles

• Bachelor's degree or equivalent work experience

It would be great if you also have...

• Previous experience working in an Intellectual Property field

What will you be doing in this role?

• Acts as primary escalation point for customers facing complex issues, referring queries to more specialized colleagues or teams as necessary.
• Applies developed product or service knowledge to resolve a high number of queries with greater efficiency and level of autonomy within the Customer Care team.
• Mentors less experienced colleagues and assists with colleague training and onboarding.
• Investigates, reports and documents customer issues and/or enhancement requests. Contributes ideas for improving services, systems, and processes and eliminating coverage gaps.
• Acts as a voice of the customer and reports customer feedback to contribute to organizational learning and best practices.

About the Team

We provide Trademark maintenance services to world-leading corporations and law firms. Brand IP team consists of experienced Service Account Managers and Customer Care Advisors in Europe, Asia and North America. Support is provided in 5 languages: English, German, French, Italian and Dutch. 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.

Benefits:

• 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

Hours of Work

This is a full-time position with core working hours aligned to the CET time zone. Our team operates in shifts between 08:30 and 18:00. The role is hybrid, with an expectation to work from our Belgrade office at least three days every other week. During the initial onboarding period, however, you will be required to work on-site daily to ensure effective training and integration.

Only shortlisted candidates will be contacted.

#LI-Hybrid

At Clarivate, we are committed to providing equal employment opportunities for all qualified 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.