CS Manager

Fortinet is currently looking for a Customer Service Manager to provide exceptional managerial skills to support our CS team and organization. The ideal candidate is energetic and passionate about working for Fortinet and supporting our constituents and Customers, while developing good and respected relationships with both internal and external customers. This is a great opportunity to excel in an innovative, fast-paced environment while expanding your knowledge and developing your skills in network security.

Job Responsibilities

• Ability to understand CS and Tech Support processes from CSAT and Quality perspective
• Creating effective customer service procedures, policies, and standards.
• Ensure teams ticket quality is maintained in a consistent manner and score well in ticket audits on a monthly basis
• Develop professional and respected relationships with internal and external customers by providing accurate, courteous and efficient service & support.
• Implements production, productivity, quality, and customer-service standards.
• Work with other staff in the department to meet the performance targets for efficiency, cost-effectiveness, productivity, and quality that are best in class in the industry.
• Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.
• Maintaining accurate records and documenting all customer service performance activities and discussions.
• Collaborates with human resources in the recruiting and selection process.
• Responsible for training, and coaching employees.
• Updating and maintaining job knowledge of each member of the team.
• Enforces company policies and procedures.
• Audits customer service procedures and trends and determines system improvements.
• Assessing service statistics and preparing detailed reports on the findings.
• Meets customer service financial objectives by forecasting requirements, prepares annual budgets, and schedules expenditures.
• Manages customer service staff, communicates job expectations, and performs appraisals and job reviews.
• Improves customer service quality results by conducting surveys and studying, evaluating, and re-designing processes. Establishing and communicating service metrics as well as monitoring and analyzing results.
• Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.

Job Skills Required

• 8 to 10 years’ experience in handling customer calls, emails and/or chat support in an IT or NW security environment. (Exposure to handling global customer support would be an added advantage) • Leadership skills
• At least 5 years of experience in managing teams of 14 people or more
• Fast-learner, flexible, and able to prioritize
• Good analytical skills and comprehension
• People-oriented with the ability to interact effectively with customers and colleagues
• Computer and network security experience is preferred
• Strong English skills, both written and verbal
• Experience in managing team of customer support representatives
• Experience in managing team rostering, shrinkages and ensuring staffing to achieve key metrics.
• Excellent people managing and communication skills
• Good understanding of management practices and techniques

Educational Requirements

Graduate in any discipline

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