Overview

• Salary

  5,000 MYR ~ 5,500 MYR

• Industry

  Publishing/Printing/Advertising/Broadcasting

• Job Description

  You will be:
  - Responsible for the day-to-day query management of the EPV customers and associated EPV activities,
  - Providing high quality frontline service and support to EPV customers globally
  - Working as part of a team with a Customer Service Manager/ Team Leader and other Customer Service Advisors to help promote Clarivate as the premier service provider in our marketplace.
  
  
  Taking Ownership:
  - Initiating improvements to Validation procedures, workflow and company services, which will increase growth and profitability
  - Anticipating customer needs via familiarity
  - Developing customer knowledge and familiarity of company services
  - Handling sensitive situations with customers and escalating complaints and risky topics to the Customer Service Manager/ Team Leader and IP Legal team
  - Log, respond and resolve incoming telephone, email, fax and post queries for your portfolio of customer via Freshdesk
  - Supporting the Sales team and Customer Success Managers
  - Ensuring customer receives a professional, efficient and high-level Validation service
  - Participates in internal training programmes, to assist in developing confident and motivated staff ensuring customers receive a consistent high-quality service
  - Complies with all procedures without adding increased risk whilst maintaining a high quality of service
  - Participates in strategic projects to ensure continuous improvement in the business as required
  - Complies with checking mechanisms and ensures that learning opportunities are reviewed on a regular basis
  - Reviews customer activity, specifically complaints and instruction volumes to identify a drop in customer use of the service (Retention). Where applicable, notifies colleagues responsible (CSM/Sales) so that a follow-up can be performed.
  - Responsible for onboarding new customers onto the EP Validation service. Including initiating discussions with other teams/departments (i.e. eBilling (invoice processing), CSM (complaint management and customer experience), Operations (operating procedure management), Sales (identification of additional needs for cross-selling) and any other additional customer requirements (Contract team) to deliver a service in accordance with customer and business expectations.
  - Identifies customers which could be switched to company preferred agents to maximise margin and safeguard a quality service level for the customer.
  
  
  Succeeding Together:
  - Manages time effectively and to help colleagues with workload peaks
  - In conjunction with the Customer Service Manager/ Team Leader, ensures that their Personal Development Plan is updated and actioned monthly
  - Actively seeks customer feedback and works with the Customer Service Manager/ Team Leader to improve our customers overall satisfaction with company service
  - Ensuring that customer profiles are kept up to date & specific customer knowledge is shared with all applicable teams
  - Providing support on business initiatives to improve quality of service to meet company objectives
  - Works with all company regional offices to help maintain a high level of service for internal and external customers