Customer Care Advisor

2 weeks ago

Jersey, United States Clarivate PLC Full time

The Trademark Customer Support Administrator acts as the principal support for the Trademark Teams Globally. The Trademark Customer Support Administrator would support with key renewal related activity such as, but not restricted to, processing of return documentation from customers and sending onto to agents, ensuring that any renewals related documents (post, emails) are allocated quickly and effectively to the correct touch points. In addition, the Trademark Customer Support Administrator would work closely with the Global Renewal Teams to support ad-hoc customer requests and projects.

About You - experience, education, skills, and accomplishments

* No previous trademark experience required but would be an advantage.
* Needs to be well organised and aware of deadlines.
* Works accurately under pressure.
* Capable of developing a good Trademark knowledge.
* Always puts the customer first.
* Has exceptional attention to detail.
* Works well in a team and as an individual
* Commercial awareness
* Good understanding of Microsoft Word/Excel

What will you be doing in this role?

Taking Ownership:

* Ensure any renewal documents are received, checked for correctness and that safe delivery is acknowledged, as required.
* Ensure all Trademark renewal documents are sent to renewal agents ahead of deadlines.
* Support with ensuring that any authenticated legal documents are obtained effectively and distributed to the correct teams on receipt.
* Manages the delivery of outbound correspondence to our clients in line with their requirements.

Succeeding Together:

* Ensures all TM renewals certificates received in Jersey are managed effectively and, in a risk, adverse manner.
* Works closely with the Global Renewal Teams to ensure authenticated renewals documents are ordered and obtained in a timely and cost-effective manner.
* Works closely with the Global Renewal Teams to support ad hoc customer requests and projects.

Achieving Excellence:

* Ensure commerciality is at the forefront of all actions relating to the ordering and delivery of documents.
* Ensures that any discrepancies in Trademark documents are identified and reported on so the correct document can be obtained.
* Escalates issues to the Customer Service Manager when necessary.

About the Team

This role will report into the Manager, Customer Care working as part of a team of 3 Customer Care Advisors based locally in Jersey whilst collaborating with other teams globally.

Hours of Work

Full-time, permanent role based in our Jersey office.

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

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