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Customer Service Advisor

Job Posted at: 2022-01-05 03:19:00


2022-01-31 05:55:00

Full Time


Job Scope

Duties & Responsibilities:

Duties and responsibilities for this role include (but are not limited to) the following:

  • Uses a consultative approach when speaking with clients regarding new orders, existing orders, product questions, price quotations, and billing inquiries
  • Answers incoming internal and external customer inquiries in a timely and client focused manner by phone, e-mail, and chat
  • Maintain a working knowledge of a large and complex suite of intellectual property research and monitoring products and be able to make recommendations based on client needs
  • Processes new orders via order-to-cash system both in real time while speaking with clients as well as digital requests received via e-mail or Salesforce.com
  • Maintains up to date administrative client data in all business systems
  • Handles billing inquiries including questions, invoice adjustments, and assists with internal investigation regarding payment receipt and refunds
  • Displays a team-player attitude both within the Global Service department and when communicating and collaborating with other key departments including Sales, Search and Watch Operations, Finance, Content and Product Management
  • Uses critical thinking and problem-solving skills to find resolution to complex external/internal inquiries
  • Exhibits an ability to multi-task in a dynamic environment and employ time and task management with minimal supervision
  • Performs additional duties as needed

Required Skills and Experience:

  • Bachelor's degree or equivalent work experience
  • Candidate with Law and Accounts background is an advantage
  • Previous customer service experience within a business-to-business setting required
  • Strong commitment to customer delight
  • Excellent communication skills, both verbal and written
  • Ability to speak to a customer by phone and type simultaneously while maintaining accuracy and conversation flow
  • Active listening skills and ability to tailor approach based on client
  • Ability to work through customer conflict and provide resolution using guidelines and judgment (no scripting)
  • Must be well organized and exhibit a strong attentiveness to detail
  • Strong technical skills, including ability to use multiple monitors/applications simultaneously
  • Ability to be flexible and adaptable based on customer and business needs
  • Ability to establish priorities, manage work independently, and meet deadlines
  • Must have a working knowledge of Microsoft Office, particularly Outlook, Word and Excel
  • Experience with Salesforce.com a plus The Job Description sets out the main areas of responsibility and tasks to be completed. However, duties and responsibilities may change according to business needs and personal development as agreed with your Manager. Therefore, the description is neither an exhaustive nor comprehensive description of the job.

Job Requirements

Minimum Working Experience

1 Year

Minimum Education

Bachelor's Degree

Minimum Grade

Second Class Upper


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