Customer Service Professional
3 weeks ago
**Responsibilities**:
- Work and resolve Customer Service queries through phone, chat and web tickets by Fortinet policies
- Screen incoming Customer calls, assist with ticket creation, verify entitlement and route customers to the appropriate team within the Customer Service & Support organization
- After product replacement, follow up with customers in accordance with Fortinet policies to recover defective units
- Handle Premium RMA calls
- Delivery of consistent service and ensuring customer satisfaction levels are achieved as per targets
- Ability to understand CS and Tech Support processes from CSAT and Quality perspective
- Ensure that ticket quality is maintained consistently and score well in ticket audits every month
- Develop good and respected relationships with internal and external customers by providing accurate, courteous and efficient service & support.
- Work with other staff in the department to meet the performance targets for efficiency, cost-effectiveness, productivity and quality that are above the average in the industry.
- Be flexible to work with the CS Supervisor/Manager on higher priority task and weekly duty rosters.
- Flexible to work in APAC or EMEA shifts, from our Bangalore office.
**Job Skills Required**
- Fast learner, flexible, and able to prioritize
- Good analytical skills and comprehension
- People-oriented with the ability to interact effectively with customers
- Computer and network security experience is preferred
- Strong English skills, both written and verbal
**Educational Requirements**
- Graduate in any discipline
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