Customer Care Advisor, Korean+ Chinese+English
Clarivate
- Beijing
- Permanent
- Full-time
- Undergraduate degree from an accredited college/university required,
- Native level of Chinese and Korean in speaking and writing
- Good English language skills including a clear, easily understood and direct communication style
- 1-2 years of customer service experience
- 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
- 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
- Excellent presentation/training skills
- Desire to remain in and grow an exciting career within a dynamic, innovative company
- Major in science degree preferred
- Direct customer support experience with Korea or in life science industry
- Provide verbal and written response to customer inquiries utilizing the Customer Relationship Management (CRM) system, ensuring that customer inquiries are handled correctly and follow 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 toll-gates
- 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 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