Fortinet International, Inc (www.fortinet.com), industry leader in the Unified Threat Management (UTM) market, is looking for an experienced Consulting Systems Engineer to join us.
Customer Service Representative-Kuala Lumpur
Responsibilities:
Work and resolve Customer Service related queries through phone, chat and web tickets in accordance with 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
Participate in the creation and improvement of Fortinet Customer policies, procedures and guidelines relating to Customer Service
Deliver quality in order to achieve high level of Customer Satisfaction
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.
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
Participate in the creation and improvement of Fortinet Customer policies, procedures and guidelines relating to Customer Service
Deliver quality in order to achieve high level of Customer Satisfaction
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.
Requirements:
2 years of customer service or support experience.
Fast-learner, flexible, and able to prioritize
People-oriented with the ability to interactive effectively with customers.Experience with International Customers is preferred.
Multi-task oriented
Computer literacy
English (speaking/writing) and Mandarin (speaking) is required ; Mandarin (writing) is a plus
Fast-learner, flexible, and able to prioritize
People-oriented with the ability to interactive effectively with customers.Experience with International Customers is preferred.
Multi-task oriented
Computer literacy
English (speaking/writing) and Mandarin (speaking) is required ; Mandarin (writing) is a plus
Interested candidates, please send full resume to jobs_apac@fortinet.com
TARIKH TUTUP: 17 NOV 2012
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