Customer Accounts Representative at Commscope in Hybrid - Bengaluru

Role

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 customers 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
• FCR (First Contact Resolution)
• Productivity
• KB Contribution