Sr Customer Account Rep
ARRIS International, plc.
Bengaluru, Karnataka, India
2d ago

Description

  • Answer incoming calls, Chats andcases via Support portal
  • Create / Triage cases and routeit to the appropriate team
  • Resolving all Account, Contact& License related quires
  • Review and resolve customerissues related to account administration, contract entitlements, productregistration, web-based support access, etc.
  • by adhering to Ruckus Policy andProcedures

  • Liaise between IT and Customer oncomplicated Licensing issues
  • Liaise between Logistics andCustomer on RMA cases
  • Generate clear and concisedocumentation in the form of case notes.
  • Discuss with Leads on cases thatrequire assistance from other cross functional teams or other complicatedissues.
  • Educate customers regardingself-help / Articles availability on Support portal.
  • To ensure adherence of all casemanagement rules which will help in the right and a quicker resolution andhence maintain a manageable backlog
  • CSAT
  • Time to Close / Time to Resolve
  • Cases closed with the same dayActive Backlog

  • Aged Backlog
  • Case closure per day
  • Calls / Chats per month
  • Qualifications

  • Minimum Diploma or Graduation
  • 3 years of experience incustomer service
  • Familiarity with CRM systems andpractices
  • Customer orientation and abilityto adapt / respond to different types of customers around the globe
  • Strong customer handling skillsand active listening
  • Ability to communicate clearlyand professionally, both verbally and in writing.
  • Soft Skills

  • Willingness to work in a fastpaced and challenging work environment.
  • Ability to multi-task,prioritize, and manage time effectively.
  • Able to prioritize workloadefficiently ensuring that all customer queries are resolved to closure and thecustomer’s satisfaction.
  • Willing to go the extra mile’and to view customer excellence as a personal objective.
  • Excellent oral and writtencommunication skills.
  • Ability to find a solution foror to deal proactively with work-related issues.
  • Willingness to work a flexibleschedule and occasional overtime when needed.
  • Possess a strong work ethic and ateam player.
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