Job Description Join a global organization supporting people creating innovations that change the world
Participate in a 9-week training program to set you up for success
Accelerate and develop your career in Customer Service
We?re launching a world-class Global Business Center in Penang, Malaysia and have multiple opportunities available.
At Clarivate, what we do makes a difference. We help the world?s top universities, corporations and brands to deliver the next life-changing idea by providing trusted insights and analytics that accelerate the pace of innovation.
Our solutions cover the entire lifecycle of innovation: scientific and academic research; patent analytics and regulatory standards; pharmaceutical and biotech intelligence; trademark, domain and brand protection.
At Clarivate, we believe human ingenuity can transform the world and improve our future. That?s why we harness our global reach, curate our content, and invest in best-in-class technology and people.
About the role
The Senior Manager of Customer Service ? APAC Global Business Center (GBC) is a critical role in the Customer Service organization. It is a manger of people managers. The Customer Service team consists of approximately 160 people in the US, Europe, India and APAC supporting the Science and Intellectual Property businesses. We are a dynamic, team-oriented group in transformation-mode, with a goal to quickly and dramatically improve our customers? experience. The candidate will be instrumental in working with the Head of the GBC to assemble, nurture and grow a highly skilled team of service professionals and build a culture of service and operational excellence in all we do. He/she/they will be one of three shift leaders during the European, US and eventually APAC business hours and will have direct responsibility for the service delivery and operational excellence carried out by the team. This role primarily supports Clarivate?s customers in North America and Europe; hence the candidate will be on North America or European shifts. The candidate will report directly to the Head of Customer Service ? APAC Global Business Center, and work in close contact with the other leaders in the Global Business Centers in the United States (Chandler, Arizona) and Europe (London, England).
The Senior Manager will oversee multiple frontline people Managers (with direct reports) responsible for supervising Product and/or Account Support representatives who are tasked with providing an exceptional customer experience by answering customer inquiries by telephone, e-mail, webform or chat. The leader will collaborate within our global team and engage directly with senior representatives of our key stakeholders: Business leaders in the Science and IP groups, Sales and Account Management leaders, Global Sales Operations, Business Intelligence, Marketing, Product Management, Technology and Finance (Entitlements, Order Management, Billing Cash Applications etc.).
The Senior Manager is a critical role that directly influences customer sentiment, team unity, GBC culture, and ultimately both client satisfaction and customer delight. The best candidate will be an energetic, seasoned, confident, sophisticated, enthusiastic people manager with a can-do spirit.
Key Skills and Experience
We are looking for 2 motivational leaders with a passion for service excellence and customer experience, who can help us create a fun, dynamic, customer-centric, collaborative culture and build a world-class customer service organization in our APAC Global Business Center. The senior manager needs to possess the following skills and attributes:
7+ years leading/managing in a customer service or operations organization
Minimum Bachelor/equivalent Degree required; Masters/Advanced Degree preferred
Experience in a business to business (B2B) environment
Experience working in a 24x5/24x7 organization
Ensure the delivery of high-quality support that meets and exceed our service standards and help to update and amend those standards for continual process and service improvements
Build customer relationships and trust in an environment that is not only transactional in nature
Update and develop workflows, processes, and procedures to improve the quality of service
Hit customer transactional satisfaction survey targets and action results/highlight wins
Hit monthly KPIs and set team targets ? report on monthly results and actions to improve M/M
Address and resolve customer conflicts and escalated issues
Develop and uphold our team Service Level Agreements (SLAs) and track internal SLAs our stakeholders have with us
Hold regular team meetings, share messages, meet regularly with Managers and frontline reps to gauge team sentiment, assess risk and solicit feedback for continual improvements
Manage incident management and service escalation process per shift
Ensure we have proper coverage and business continuity planning per shift
Track record of high-performance delivery: successful experience in leading complex, results-oriented teams with a sense of urgency and commitment to quality
Demonstrated ability to work collaboratively across different functional areas (e.g., product, service, pricing, marketing, etc.) in a matrixed organization
Ability to manage variety of case channels and plan for the best staffing to meet needs
Exceptional leadership skills with the ability to motivate others to perform and achieve results
Exceptional attention to detail. Ability to handle multiple issues simultaneously
Exceptional interpersonal and problem-solving skills
Able to work on a global scale with an appreciation for a variety of cultures and a general understanding of how business is conducted in key locations throughout the world
How to apply
We?re a values-driven organization and are looking for individuals who share and want to uphold our values: Aim for greatness, Value every voice and Own your actions.
If you believe you are a great fit for this position, apply today!
Please click on the link below to submit your application.
It is the policy of Clarivate to provide equal employment opportunity (EEO) to all persons regardless of age, colour, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, pregnancy, sexual orientation, gender identity and/ or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Clarivate will provide reasonable accommodations for qualified individuals with disabilities.
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