Customer Service Specialist Level 3

ABOUT JUNIPER NETWORKS

Juniper Networks is in the business of network innovation. From devices to data centers, from consumers to cloud providers, Juniper Networks delivers the software, silicon and systems that transform the experience and economics of networking. Our products and technology run the worlds largest and most demanding networks today, enabling service providers, enterprises, and governments to create value and accelerate business success. Everyday our 9,000+ colleagues come together across 46 countries to realize our company vision - Connect Everything, Empower Everyone. We are innovating in ways that empower our customers, our partners and ultimately, everyone, in a connected world. These customers include the top 130 global service providers, 96 of the Fortune 100 and hundreds of public sector organizations.

WHERE WILL YOU DO YOUR BEST WORK?

Wherever you are in the world, whether its downtown Sunnyvale or London, Westford or Bangalore, Juniper is a place that was founded on disruptive thinking - where colleague innovation is not only valued, but expected. We believe that the great task of delivering a new network for the next decade is delivered through the creativity and commitment of our people. The Juniper Way is the commitment to all our colleagues that the culture and company inspire their best work-their lifes work. At Juniper we believe this is more than a job - its an opportunity to help change the world...

Job Description

Customer Service Specialist, America business hours (night shift) - Philippines

About Juniper Networks

Juniper Networks is in the business of network innovation. From devices to data centers, from consumers to cloud providers, Juniper Networks delivers software, silicon and systems that transform the experience and economics of networking. Our products and technology run the worlds largest and most demanding networks today, enabling service providers, enterprises, and governments to create value and accelerate business success. Everyday our 9,000+ colleagues come together across 46 countries to realize our company vision - Connect Everything, Empower Everyone. We are innovating in ways that empower our customers, our partners and ultimately, everyone in a connected world. These customers include the top 130 global service providers, 96 of the Fortune 100 and hundreds of public sector organizations. Additional information can be found on the Juniper Networks website ( www.juniper.net )

We are seeking a Customer Service Specialist for the America business hours at Juniper Networks in Manila, Philippines.

The Customer Service Specialist is part of the Advanced Customer Care Team within the Global Support Operations department. The Customer Service Specialist is a front-line multi-channel Customer Service representative responsible for delivering top-class customer service by providing education on Juniper policies and procedures, reviewing, and resolving non-technical post-sales queries for external and internal customers and partners.

Customer Service Specialists will handle and resolve queries related to both Administrative and RMA (Return Material Authorization) or service logistics processes, while ensuring customer satisfaction and service level agreement is met. Customer Service Specialist may participate in collaboration discussions with other members of the Global Support Operations on improving systems and processes.

Duties and Responsibilities:

• Own and resolve non-technical post-sales queries and issues through various omni-channels following defined Juniper business process and ensuring customer satisfaction.
• Coordinate issue resolution and act as an intermediary between the customer and various internal Juniper departments and third-party vendors.
• Address and take action to resolve customer escalations following defined business processes and or by coordinating with cross-functional and third-party teams.
• Keep track of any new and updated process, products, and systems and ensure adaptation to daily operational tasks.
• Work in collaboration with the members of the Global Support Operations to improve business processes and systems.
• Contribute to the development of new and updated internal and customer facing knowledge-based contents relating to non-technical (Administrative and RMA) queries and issues.
• Share process knowledge and best practices to colleagues through peer-to-peer mentoring.
Suggest ways to improve daily operational taskss

Preferred Skills and Knowledge

• Minimum of 4 years’ work experience in customer service or service delivery logistics field.
• Working knowledge in using CRM application (preferably Salesforce)
• Working knowledge in using MS Office applications (Word, Outlook, Excel, PowerPoint)
• Excellent verbal and written English communication skills.
• Excellent attention to detail
• Experience in escalation handling or conflict management.
• Analytical and problem-solving skills.
• Flexible and adaptive to ever changing fast paced environment