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

• Advanced Proficiency level in written English for business communication

• Advanced Transactional skills

• Excellent verbal and written business communication skills in any other contracted

language, where applicable

• Ability to handle difficult situations, diffuse customer conflict by showing empathy;

properly enforcing business rules that must be followed and offering alternative

solutions where appropriate

• Quick learner who easily applies problem-solving, critical thinking, analysis skills and

troubleshooting

• Flexible and adaptable to adjust as the business evolves; able to implement changes

quickly and effectively

• Detail-oriented with ability to process complex transactions

• Self -motivated and drive to succeed with natural curiosity, initiative and tenacity to

drive issues to closure

• Ability to engage and facilitate activities of others, follow up to understand status and

help to course-correct to meet expected delivery date

• Excellent time management skills, ability to juggle multiple tasks while maintaining

composure

• Computer literacy including experience with case management systems, email, chat,

Windows- based applications; ability to effectively navigate multiple systems at once

to accomplish a task

• Intermediate MS Office skills, Intermediate to Advanced MS Excel skills, including Vlookup, Pivot tables, and formulas

Salary: 8k - 13 k MYR (negotibale)

Foreigners can apply for this Position.

CV - mohammed@gratitudeindia.com