Client Service Representative - Italian

We are looking for a Client Service Representative to join our Brand IP team in Belgrade. This is an amazing opportunity to work on activities regarding intellectual property research and information services within the Customer Care department. The team consists of 14 people and is reporting to the Customer Care Managers. We have a great skill set in Belgrade Centre of Excellence and we would love to speak with you if you have skills in excellent spoken and written Italian and English, have a positive and friendly demeanor, great problem-solving skills, and both confidence and poise in all customer interactions.

About You – experience, education, skills, and accomplishments

• Excellent written and spoken Italian and English
• Customer service experience
• Proven experience in managing customer conflict and providing resolution using guidelines and judgment
• Reference: u8PkOGIGs4eobZLIB3Tvh3Em5VwM_aEiDl8N9ODoP_A.

It would be great if you also had...

• Legal or business University degree or equivalent work experience
• Additional language skills (e.g. French or German depending on the accounts that are serviced by the CCA) are a plus
• Previous long-standing business-to-business customer facing experience and strong customer orientation
• Basic knowledge of patent and trademark lifecycle
• Consistent, positive attitude and deep customer service orientation
• Demonstrated attention to detail
• Capability of developing and maintaining positive customer and business relationships, and managing demanding customers
• Ability to work well under pressure
• Basic analytical and problem-solving skills
• Strong and effective communication skills: able to communicate clearly and concisely
• Competent in MS Office 365, in particular Excel, Word, PowerPoint, MS Teams, Outlook
• Capability to develop a thorough knowledge of Clarivate’s services
• Desire to remain in and grow an exciting career within a dynamic, innovative company
  

What will you be doing in this role?

• 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

About the Team

We provide Trademark Watch and Search services to world-leading corporations and law firms.

We guarantee to our customers the following:

• Helping clients to find similar goods or services that will limit ability to protect their mark
• Ensuring that a mark is available for use and to avoid adopting brand that infringe third-party rights.
• Monitoring of registered trademarks against published marks
• Helping companies to identify and act against any attempts to register the same or similar trademarks to their own.

Brand IP team consists of experienced Service Account Managers and Customer Care Advisors in Europe, Asia and North America. Support is provided in 5 languages: English, German, French, Italian and Dutch.

Hours of Work

From 9 am to 5 pm and 10am to 6 pm CET, full-time employment.

We Offer:

• Private health insurance
• Paid lunch
• Yearly bonus
• Yearly merit plan
• Company shares
• My Learning platform
• Family benefits: Bushido kids sports school, tutorship lessons
• FitPass
• Mental health care - Psychotherapy sessions
• Company bicycles for rent free of charge

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.