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Customer Service Representative

2.00 to 3.00 Years   Bangalore   10 May, 2021
Citrix R&D India Pvt Ltd
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device. Innovation, creativity and a passion for ever-improving performance drive our company and our people forward. We empower the original mobile device: YOU!What were looking for:Responds to customer inquiries via telephone or email to provide problem resolution in accordance with the Organizations service standards. Receives and/or places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures. Answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or direct to sales representatives or technical/service areas. Maintain detailed and current knowledge of the companys products and services. Analyze customer service needs for communication to service and technical departments. Requires ability to navigate a computerized data entry system or other relevant applications. Frequently reports to the Customer Service Manager.Primary Duties / Responsibilities

  • Handles inbound customer inquiries in a 24/7 environment via CHAT, PHONE and EMAIL while adhering to established Service Level Agreements and Key Performance Indicators
  • Needs to handle all interactions using excellent problem solving skills by accurately diagnosing the issue with the pre-defined knowledge base and possess excellent customer handling skills.
  • Troubleshoot issues related to account, entitlement, access and licenses and work with L2 teams to resolve issues faster
  • Work on keeping minimal to Zero backlogs and provide superior customer experience and first day resolution
  • Proactively provide all the relevant information on the enquired product and explain the features, advantages, and benefits with the accurate technical specifications.
  • Initiate required action for issue resolution and communicate to the appropriate personnel including outbound calls for quicker resolution
  • Contributes to knowledge management system in the form of updating or creating policies and procedures
Qualifications
  • Excellent customer service attitude and the ability to interact with customers in a professional manner with deductive reasoning skills
  • Strong verbal and written communication skills as well as excellent listening skills
  • Flexible and adaptable to the ever-changing environment. Ability to work in American time zone is essential
  • Problem solving techniques and achievement orientation
  • Work effectively in a team environment and collaborate cross-functionally
  • Ability to analyze information and evaluate results to resolve problems
  • Excellent organizational skills with the ability to prioritize, organize, and accomplish tasks
Requirements (Education, Certification, Training, and Experience)
  • Bachelor s Degree or equivalent Mandatory. Engineering/Technical Degree preferred
  • Working knowledge of Microsoft Windows and Office suites is mandatory
  • Experience with CRM systems (Salesforce, SAP, Oracle, People Soft etc.) preferred
What you re looking for:Our technology is built on the idea that everyone should be able to work from anywhere, at any time, and on any device. It s a simple philosophy that guides everything we do including how we work. If you re driven, passionate and curious, we invite you to make a difference with a brand you can believe in. We want employees to do what they do best, every day.Be bold. Take risks. Imagine a better way to work. If we just described you, then we really need to talk.Functional Area: Customer Service About us:Citrix is a cloud company that enables mobile workstyles. We create a continuum between work and life by allowing people to work whenever, wherever, and however they choose. Flexibility and collaboration is what we re all about. The Perks: We offer competitive compensation and a comprehensive benefits package. You ll enjoy our workstyle within an incredible culture. We ll give you all the tools you need to succeed so you can grow and develop with us.Citrix Systems, Inc. is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications.Citrix uses applicant information consistent with the Citrix Recruitment Policy Notice at https://www.citrix.com/about/legal/privacy/citrix-recruitment-privacy-notice.htmlCitrix welcomes and encourages applications from people with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual with a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at (877) 924-8749 or email us at ASKHRcitrix.com for assistance.If this is an evergreen requisition, by applying you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.,

Keyskills :
customer servicesalesbillingcustomer relationsaccountskey performance indicatorsequal employment opportunitydata entryservice levelknowledge baseproblem solvingissue resolutioncustomer handling

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