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Customer Account Rep II

Customer Account Rep II

Ruckus Networks

3 - 8 years

5 - 10 Lacs

Bengaluru

Posted:17 hours ago| Platform:

Apply

Skills Required

Administration Web technologies CSR Customer handling Customer service Management Licensing CSAT Logistics CRM

Work Mode

Work from Office

Job Type

Full Time

Job Description

In our always on world, we believe its essential to have a genuine connection with the work you do.

CommScope is looking to add a Customer Account Rep I & II to our RUCKUS team based in Bengaluru, INDIA.

How Youll Help Us Connect the World:

Working in a fast-paced environment, the Customer Account Rep I & II will be responsible for providing Administrative Support / assistance for various technologies in Ruckus products to our Enterprise customers. The CSR will work with employees, customers, VARs & Distributors to ensure the quality and reliability of the Ruckus product.

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.

Soft Skills:

Willingness to work in a fast paced and challenging work environment.

Ability to multi-task, prioritize, and manage time effectively.

Able to prioritize workload efficiently ensuring that all customer queries are resolved to closure and

the customer s satisfaction.

Willing to go the extra mile and to view customer excellence as a personal objective.

Excellent oral and written communication skills.

Ability to find a solution for or to deal proactively with work-related issues.

Willingness to work a flexible schedule and occasional overtime when needed.

Possess a strong work ethic and a team player.

Responsibilities:

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:

Ease of doing business / CSAT

Time to Close / Time to Resolve

% Cases closed with the same day

Active Backlog / Aged Backlog / Productivity

What happens after you apply

:

Learn how to prepare yourself for the next steps in our hiring process by visiting https: / / jobs.commscope.com / content / How-We-Hire / ?locale=en_US

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Ruckus Networks

Networking Technology

Sunnyvale

1000+ Employees

23 Jobs

Key People

Mohan S. Reddy

Vice President of Engineering
Michael W. Pletsch

Chief Financial Officer
Marek K. Dworak

Chief Technology Officer

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Customer Account Rep II