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    JD - Customer Care Advisor (CompuMark)

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    shermen ratnam
    The document describes a job opening for a Customer Care Advisor position at Compumark to handle customer service inquiries regarding intellectual property research and information services. The position involves handling client inquiries via phone, email, and chat to provide high-quality customer service. Duties include processing orders, answering questions, resolving issues, and collaborating across departments. Strong communication, problem-solving, and customer service skills are required along with knowledge of intellectual property and experience in a business-to-business customer service role.

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    JD - Customer Care Advisor (CompuMark)

    Uploaded by

    shermen ratnam
    11 views2 pages
    The document describes a job opening for a Customer Care Advisor position at Compumark to handle customer service inquiries regarding intellectual property research and information services. The position involves handling client inquiries via phone, email, and chat to provide high-quality customer service. Duties include processing orders, answering questions, resolving issues, and collaborating across departments. Strong communication, problem-solving, and customer service skills are required along with knowledge of intellectual property and experience in a business-to-business customer service role.

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    The document describes a job opening for a Customer Care Advisor position at Compumark to handle customer service inquiries regarding intellectual property research and information services. The position involves handling client inquiries via phone, email, and chat to provide high-quality customer service. Duties include processing orders, answering questions, resolving issues, and collaborating across departments. Strong communication, problem-solving, and customer service skills are required along with knowledge of intellectual property and experience in a business-to-business customer service role.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    11 views2 pages

    JD - Customer Care Advisor (CompuMark)

    Uploaded by

    shermen ratnam
    The document describes a job opening for a Customer Care Advisor position at Compumark to handle customer service inquiries regarding intellectual property research and information services. The position involves handling client inquiries via phone, email, and chat to provide high-quality customer service. Duties include processing orders, answering questions, resolving issues, and collaborating across departments. Strong communication, problem-solving, and customer service skills are required along with knowledge of intellectual property and experience in a business-to-business customer service role.

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    CUSTOMER CARE ADVISOR – COMPUMARK CLIENT SERVICE

    We are looking for a Customer Care Advisor to join our Compumark Team in Penang. This is an
    amazing opportunity to work on handling a wide range of customer service-related activities
    regarding intellectual property research and information services. The executive handles client
    inquiries by phone, e-mail, and chat providing high-quality service in an efficient, courteous, and
    professional manner. The team consists of 7 customer care professionals reporting to the Team
    Leader. This position collaborates across departments (including Sales, Finance, and Product) and
    serves as an internal and external champion for the customer.

    Customer Care Advisor is a trusted advisor who provides phenomenal world-class support and
    customer service to CompuMark clients in the Americas market as well as globally. The Customer
    Care Advisor is often the first point of contact for clients and provides consultative, customer
    delight-focused service relating to product information, price quotations, order entry, existing order
    inquiries, account administration, and other related activities.

    The position requires exceptional customer service skills and a strong desire to be on a continual
    journey of learning. Mastery of spoken and written English, having a positive and friendly demeanor,
    great problem-solving skills, and both confidence and poise in all customer interactions, particularly
    via phone, is a must. Additional language skills are a plus especially French.

    About You: -

     Bachelor's degree or equivalent work experience.


     Candidate must possess a minimum of 2 years of customer service experience within a
    business-to-business.
     Basic knowledge of trademark, copyright & title preferred.

    It would be great if you also had: -

     Strong commitment to customer delight


     Excellent communication skills, both verbal and written
     Ability to speak to a customer by phone and type simultaneously while maintaining accuracy
    and conversation flow.
     Active listening skills and ability to tailor the approach based on the client.
     Ability to work through customer conflict and provide resolution using guidelines and
    judgment (no scripting)
     Must be well organized and exhibit a strong attentiveness to detail.
     Strong technical skills, including the ability to use multiple monitors/applications
    simultaneously.
     Ability to be flexible and adaptable based on customer and business needs.
     Ability to establish priorities, manage work independently, and meet deadlines.
     Must have a working knowledge of Microsoft Office, particularly Outlook, Word, and Excel
     Experience with Salesforce.com will be an added advantage.
     Able to work on 24 x 5 shift and ability to support 24 x 7 if required.
    What will you be doing in this role?

     Uses a consultative approach when speaking with clients regarding new orders, existing
    orders, product questions, price quotations, and billing inquiries.
     Answers incoming internal and external customer inquiries in a timely and client-focused
    manner by phone, e-mail, and chat
     Maintain a working knowledge of a large and complex suite of intellectual property research
    and monitoring products and be able to make recommendations based on client needs.
     Processes new orders via the order-to-cash system in real-time while speaking with clients
    and digital requests received via e-mail or Salesforce.com.
     Maintains up-to-date administrative client data in all business systems.
     Handles billing inquiries including questions, and invoice adjustments, and assists with the
    internal investigation regarding payment receipt and refunds.
     Displays a team-player attitude both within the Global Service department and when
    communicating and collaborating with other key departments including Sales, Search and
    Watch Operations, Finance, Content, and Product Management
     Uses critical thinking and problem-solving skills to find a resolution to complex
    external/internal inquiries.
     Exhibits an ability to multi-task in a dynamic environment and employ time and task
    management with minimal supervision.
     Performs additional duties as needed.

    About the Team

    COMPUMARK provides the solution for trademark professionals worldwide to confidently create,
    expand and protect strong brands. CompuMark trademark solutions are powered by global content,
    innovative tools, industry-leading expertise, and best-in-class service. So, you can make critical
    decisions with certainty from brand creation to research and clearance to protection. Our client. Our
    clients are mainly from Law firms, In-house counsel, Paralegal, Pharma, and Entertainment industry.

    Hours of Work

    45 hours per week rotating between APAC and US shift hours including Saturday support
    permanently.

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