Customer Account Rep II Jobs in Bangalore - ARRIS International Limited
Job Description
Customer Account Rep II - (19002206)
Primary Location: APAC-India-Karnataka-INDBEN-Bengaluru
Job: Customer & Sales Support
Description
- Answer incoming calls, Chats and cases via Support portal
- Create / Triage cases and route it to the appropriate team
- Resolving all Account, Contact & License related quires
- Review and resolve customer issues related to account administration, contract entitlements, product registration, web-based support access, etc. by adhering to Ruckus Policy and Procedures
- Liaise between IT and Customer on complicated Licensing issues
- Liaise between Logistics and Customer on RMA cases
- Generate clear and concise documentation in the form of case notes.
- Discuss with Leads on cases that require assistance from other cross functional teams or other complicated issues.
- Educate customers regarding self-help / Articles availability on Support portal.
- To ensure adherence of all case management rules which will help in the right and a quicker resolution and hence maintain a manageable backlog
- KRAs include:
- CSAT
- Time to Close / Time to Resolve
- % Cases closed with the same day Active Backlog
- KB Contribution
- Aged Backlog
- Case closure per day
- Calls / Chats per month
- Quality score
Qualifications
- Minimum Diploma or Graduation
- 3+ years of experience in customer service
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of customers around the globe
- Strong customer handling skills and active listening
- Ability to communicate clearly and professionally, both verbally and in writing.
Job Particulars
Role others
Education Diploma, Any Graduate
Who can apply Experienced (3+ Years)
Hiring Process Face to Face Interview
Employment TypeFull Time
Job Id786179
Job Category Diploma , 1 to 3 Yr Exp
Locality Address
State Karnataka
Country India
About Company
At ARRIS, we are redefining connectivity. We partner with the world’s leading Service Providers and Enterprises to provide core-to-edge network innovation, constant connectivity that meets consumer demands and cost-effective, scalable solutions that enable them to succeed. CommScope is joining forces with ARRIS to accelerate a vision to shape the communications networks of the future. The combined company will provide additional value and benefit to our customers, partners and other key stakeholders through greater technology, solutions and employee talent, with broader access to new and growing markets.
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