Sophos-PhilippinesSophos makes IT security simple with next-generation solutions that protect networks, servers, and devices, wherever they are. Today, more than 100 million users in 150 countries and a global network of channel partners trust Sophos to deliver simple solutions to complex security challenges. Focused on innovation and backed by a global network of Sophos Labs threat intelligence centers and industry-leading support, Sophos delivers solutions that are simple to deploy, maintain, and manage, enabling organizations to focus on performance and growth. Sophos — Security made simple.
Job PurposeThe Customer Care Representative will be responsible for ensuring that he/she provides high quality information in response to inquiries about Sophos products and services to Sophos customers, partners and other engineers. As a Customer Care Representative you are responsible for ensuring you deliver a total customer experience that they will love and trust using our products and services and actively recommend them to others.Duties & Responsibilities
Provide assistance to Sophos customers, prospects and partners by answering telephone calls (primarily) and replying to emails in line with departmental measures, which includes average call time and call wait times, with a focus on high quality, accuracy and customer satisfaction.
Document and record all activity and communication with customers over telephone and email according to departmental standards of quality.
Record all activity in the department’s call logging system, updating cases at least every 3 days in order that progress can be tracked with each customer’s incident, viewed via the customer portal and reports generated for high profile customers.
Handling customer complaints and escalations in a professional and helpful manner.
Meet or exceed departmental goals for Case Management, Phone and Email response times, and Customer Satisfaction scores.
o Answer questions as well as ask questions to obtain full understanding of what information is being requested.
Analyse and clarify customer queries though troubleshooting and researching existing knowledgebase articles / known issues and provide information requested or ascertain who best can provide the information, and route the request to the proper person.
Use and create knowledgebase articles in line with KCS best practice based on new product information, support incidents, and/or common or critical issues
Adhere to Sophos Support Services best practices.
Actively participate in team and departmental meetings by providing feedback on current day to day activity and recommendations for improvement.
Provide customer service to Sophos customers via either office based or on call (mobile phone) support at weekends and holidays as per the department’s on-call schedule.
Accepting assignments with open, cooperative, positive and team oriented attitudes.
Actively contributing to the development of new or changed processes and procedures.
Partnering closely with peers, building co-operation and co-ordination of teams and functions to ensure a customer focused view is taken at all times.Organisational Responsibility
Works closely with the Technical Support Engineers, Sales Ops, Licensing Team, and regional counterparts.
Supports Team Leaders across the business/department.
Reports to Customer Care Team Leader.Experience and skills
Ability to look for new/better ways to improve customer interactions and experiences.
Excellent listening, verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone, chat, and email.
Desire to act in the best interest of the customer.
Tailor communication style to adapt to various customer requirements.
Handle escalated calls while using good judgment to make sound recommendation.
Exercises judgment within defined procedures and practices to determine appropriate action.
Demonstrated self - starter who is willing to change quickly between roles, duties, and tasks.
Collaborative team player who helps builds team morale.
Positive and friendly demeanour.
Working within a matrix structure, working with peers and senior members of the Technical Support Team alongside other departments within Sophos.
Experience in handling customer inquiries via email systems.
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