Salary - 10k-11k

Native Korean

High-Level Role Description

The Global Delivery Center (GDC) Agent is responsible for providing exceptional

customer support to Cisco customers, partners, and internal requestors. This role will

deliver high-value experiences through simplified, successful interactions using all

contact channels (telephone, portal, email, chat). The individual performing this role is

expected to be knowledgeable across Cisco’s entire portfolio of Hardware, Software, and

Services and will be responsible to make the complex easy and ensure each interaction

with Cisco is a positive one.

This agent will solve complex interactions, offer proactive and even predictive support

where self-service and automation are not feasible or desired. They will make decisions

based on analytical insights, have a bias to move fast, and be structured to implement

operational changes quickly and efficiently.

Using exceptional customer service skills along with strong execution skills and a depth

of knowledge of CLO service offerings across Hardware, Software, and Services, the

agent will be fully accountable for successful customer resolutions. The Agent will

engage with requestors on situations requiring high levels of interaction and transaction,

cases with high business complexity and escalated cases. The agent will use inquiry-

based questioning skills and create linkages across the service catalog.

Specific responsibilities:

• Engage customer, understand their needs and translate this need to Cisco work

required, and set proper expectations about delivery time

• Identify issues, carry out (RCA) Root Cause Analysis, troubleshoot and translate

Customer needs and requests into Cisco work required (service identification)

• Focus on resolving customer issues, not closing cases; Solve the right problem for the

requestor by looking beyond the stated requested to the true needs, distinguishing

between relevant & irrelevant information; adhere to Cisco business and compliance

rules and professionally say no to requests that violate those policies

• Utilize proactive approach as indicated in CISCO model, looking beyond the case to

wider customer account activity and support needs

• Focus on Business Outcomes and Customer Experience impacting metrics; maintain

acceptable level of performance as measured via agent certification standards

• Maintain ownership and accountability of requests; leverage support from Cisco

Customer Service resources as appropriate to drive resolutions while minimizing

requestor effort; understand when to seek guidance and team with agents across the

globe to solve problems

• Collaborate with cross-functional partners, Cisco and vendor representatives along

with other resources in support of successful customer outcomes

• Identify issues, carry out (RCA) Root Cause Analysis on cases that don’t meet

expectations and implement process fix (in conjunction with Process Owners) to

prevent future occurrences

• Share tacit knowledge gained through customer interactions via KM contribution

approach so that knowledge can be leveraged by entire team

• Focus on process improvement and automation opportunities via identification,

qualification, and development of improvement ideas in conjunction with Cisco staff

Domains:

• Partner

• Disti

• Customer

• Field

Skillset | Profile:

• Exceptional communication skills including rapport building, use of customer centric

language; demonstrating appropriate urgency; Active listening skills, questioning,

driving understanding and clarification of customers’ needs

• Excellent business English comprehension and communication skills, including ability

to conduct professional phone conversation in business English