Customer Service Representative

Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information. Fueled by decades of security expertise, world-leading global threat research and intelligence, and continuous innovation, our cybersecurity platform protects hundreds of thousands of organizations and millions of individuals across clouds, networks, devices, and endpoints

With 7,000 employees across 65 countries, and the world's most advanced global threat research and intelligence, Trend Micro enables organizations to simplify and secure their connected world. TrendMicro.com

Position Summary:

The Customer Service Representative is responsible for providing superior customer satisfaction in the industry's #1 security solution. Responsible for promoting good customer relations by providing support for our sales organization, channel partners, as well as all internal/external customers. The Customer Service Rep will be expected to work in a fast paced inbound contact center environment.

Responsibilities:

• Handle inbound calls to assist customers and Channel partners
• Relay information regarding sales orders to Channel partners
• Act as a liaison between customers and other departments
• Maintain knowledge of product license policies and procedures
• Ensure customer satisfaction & retention
• Ability to multi-task in multiple data systems: emails, calls, and online chats
• Ability to make judgment calls within defined procedures and determine appropriate actions
• Navigate customers through our website and online store
• Meet or exceed call/chat metrics
• Listen, build rapport & display empathy when assisting customers
• Practice continuous quality control in the handling of in and outbound calls, emails, and chats

Required Qualifications:

• Minimum 1 year of customer Service experience and the ability to work in a team environment.
• Strong communication and phone skills
• Flexibility to work any shift between 7 am to 6 pm CST with occasional overtime based on business needs
• Ability to multi-task prioritize daily functions
• Ability to be flexible and adapt to changing priorities based on business needs
• Ability to work under pressure and respond with urgency
• Exceptional time management and organizational skills
• Proficiency using mainstream PC applications (Outlook, Word, Excel, and PowerPoint)
• Ability to represent the company in a professional and positive manner in all situations
• College degree is preferred.

At Trend Micro, we embrace change, empower people, and encourage innovation in a connected world. Our diversity and multicultural workforce are key contributing factors to our success across the globe. Trend Micro provides equal employment opportunity for all applicants and employees. Trend Micro does not unlawfully discriminate on the basis of race, color, religion, sex, pregnancy and childbirth or related medical conditions, national origin, ancestry, age, physical or mental disability, medical condition, family care leave status, veteran status, marital status, sexual orientation, or gender identity.