Entitlement Representative

We are looking for an Entitlements Representative to join our Entitlements team in Penang, Malaysia.

This is an exciting opportunity to work in a fast-paced operational environment supporting customer access and subscription management across a diverse portfolio of Life Sciences and Healthcare products. The role involves managing end-to-end entitlement activities, customer onboarding, subscription setup and maintenance, access provisioning, order validation, troubleshooting, fulfilment, and case resolution. The Representative will collaborate closely with Sales, Customer Care, Product Management, Account Managers, and other cross-functional teams to ensure a seamless customer experience and adherence to service level commitments. The position also offers opportunities to contribute to process improvement initiatives, SOP development, quality programs, compliance activities, and operational excellence projects. This description aligns with Entitlements responsibilities, processes, SLA objectives, and system usage within the Entitlements organization

About You – experience, education, skills, and accomplishments  

• Fresher or up to 2 years of experience in Customer Service, Customer Support, Operations, Account Management, or a client-facing role.

• Experience interacting with corporate clients, customers, or internal stakeholders is preferred.

• Exposure to Salesforce (SFDC), CRM tools, case management systems, or ticketing platforms is an advantage. Salesforce is used within Entitlements for case handling, request tracking, and workflow management.

Education

• Bachelor's degree in any discipline.

• Graduates from Business, Commerce, Science, Management, or related fields are encouraged to apply.

• Highly self-motivated and able to work independently or with a team to produce high quality deliverables that require little rework.

Accomplishments & Attributes

• Demonstrated ability to take ownership and drive tasks to completion.

• Proven track record of delivering high-quality work with minimal supervision.

• Strong organizational and time management skills.

• Ability to thrive in a fast-paced, dynamic environment.

• Displays initiative, accountability, and a continuous improvement mindset.

• Passion for learning, personal development, and delivering an exceptional customer experience.

It would be great if you also had . . .  

• Excellent verbal and written communication skills.

• Strong customer service mindset with the ability to build positive stakeholder relationships.

• Quick learner with the ability to understand new systems, tools, and processes rapidly.

• Strong analytical and problem-solving skills.

• High attention to detail and commitment to accuracy.

• Ability to prioritize tasks and manage multiple requests effectively.

• Adaptable and flexible to work in rotational shifts supporting global customers.

• Proficient in Microsoft Office applications, particularly Outlook, Excel, and Teams.

• Ability to work independently as well as collaboratively within a team environment.

What will you be doing in this role? 

• Provides support and enables correct and complete access to customers for web products. 

• Ensures contract or trial setup information is complete and correct based on information from various sources (Salesforce.com, email, sales and other internal functions).  

• Enables accurate product access for customers within established SLA’s ensuring all customers receive welcome emails. 

• Provides ongoing support of customer accounts for changes and amendments. 

• Resolves incoming queries displaying a high level of professionalism and strong communication skills. 

• Actively and positively participates in staff, global support and corporate meetings, reporting on activities when requested. 

• Adheres to Clarivate’s audit and compliance controls.         

• Identifies opportunities for process and departmental efficiencies and provides recommendations. 

About the Team   

The team consists of highly skilled entitlement professionals supporting global customers across multiple regions, including APAC, EMEA, and the Americas. We work closely together to deliver exceptional service, maintain operational excellence, ensure compliance, and drive continuous improvement. We would love to speak with you if you have strong analytical, problem-solving, customer service, operational, or process management skills, and an interest in subscription management, customer onboarding, access management, and business operations.

Hours of Work  

Hybrid work mode. This role operates on a rotational shift model to support our global customer base across APAC, EMEA, and US regions. Team members work in scheduled shifts that align with business requirements and customer needs across different time zones.