Job Number:
JREQ126062
City, ST:
Tokyo, Tokyo
Date Posted: 1/29/2024
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We are looking for a Customer Care Specialist to join our Customer Care team in Japan. This is an amazing opportunity to work on Patent Renewals.
We have a great skill set in problem-solving and we would love to speak with you if you have skills in customer communication and portfolio management.
About You experience, education, skills, and accomplishmentsNative level Japanese with experience in Customer-facing roles
Business level English
Excellent enquiry and complain management skills with good analytical and problem-solving skill sets
Strong oral and written technical and interpersonal communication skills including sensitivity to user community
Comfortable and adaptable/flexible to the fast-paced working environment, i.e., collaborating with peers across various countries with time restraints
It would be great if you also had...
Expertise in patent lifecycle management and customer portfolio management
Experience in a Patent Law Firm or Intellectual Property Department
Knowledge on Service Level Agreements (SLAs)
Knowledge on Clarivate Analytics products and services is an added advantage
What will you be doing in this role?
Responsible for the day-to-day query management of a portfolio of customers and associated renewal activities
Providing high quality frontline service and support to Japan based customers
Supporting revenue retention and cashflow objectives through working closely with customers on any renewal service issue or outstanding renewals invoices
Handle occasional sensitive situations with customers and escalate risks/complaints to the Customer Care Manager
About the Team
The Customer Care Japan is a highly diversified team that provides in-language customer support exclusively to the Japan based customers.
The service provided by the Customer Care Japan range from technical support of Clarivate Intelligence tools to managing patent portfolios for renewal purpose.
The Customer Care Japan serves wide variety of customer sectors, and the renewal service mainly serves corporate offices, law firms and individual inventorsHours of Work
Full-time, permanent position based in Japan.
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.
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