Client Service Representative (French-speaking)

Clarivate™ is a global leader in providing solutions to accelerate the lifecycle of innovation. Our bold mission is to help customers solve some of the world’s most complex problems by providing actionable information and insights that reduce the time from new ideas to life-changing inventions in the areas of science and intellectual property. We help customers discover, protect and commercialize their inventions using our trusted subscription and technology-based solutions coupled with deep domain expertise. For more information, please visit clarivate.com.

Purpose of Position: 

The Client Service Representative (French-speaking) is responsible for handling a wide range of customer care related activities regarding intellectual property research and information services. The representative handles client inquiries by phone, e-mail and chat providing high-quality service in an efficient, courteous, and professional manner. This position collaborates across departments (including Sales, Finance, and Product Management) and services as a champion for the customer both internally and externally.

Duties & Responsibilities

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

• Provide verbal and written response to customer inquiries. Use a consultative approach when   speaking with clients regarding new orders, product questions, price quotations and billing inquiries
• Maintain a working knowledge of a large suite of intellectual property research and monitoring products and be able to make recommendations based on client needs
• Process new orders via order-to-cash system both in real time while speaking with clients as well as requests received via e-mail and the Customer Relationship Management system
• Handle billing enquiries including questions, invoice adjustments, and assist with internal investigation regarding payment receipt and refunds
• Efficiently resolve customer problems 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
• Assume ownership of customer inquiries until resolution is provided to customer’s satisfaction
• Be a great team player with your customer care colleagues, our Sales and Account Management partners, and other key internal stakeholders. Rigorously uphold our core values: Aim for greatness, value every voice and own your actions
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Required Skills and Experience

• Excellent writing, phone handling, interpersonal communication and problem-solving skills
• Active listening skills and ability to tailor approach based on client needs
• Analytical, troubleshooting and decision-making skills
• Ability to work through customer conflict and provide resolution using guidelines and judgement (no scripting)
• Ability to be flexible and adaptable based on customer and business needs
• Well organized and strong attentiveness to detail
• Ability to establish priorities, manage work independently, and meet deadline
• Proficent in spoken and written English language required and additionally French
• Bachelor’s degree or equivalent work experience

What Can We Offer You:

• Paid lunch
• Private health insurance
• FitPass card
• Company bicycles for rent free of charge
• Access to My Learning platform
• Access to Virgin Pulse platform

Only shortlisted candidates will be contacted.

It is the policy of Clarivate to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, pregnancy, sex, 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.