Job Scope:

• 
  

  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. Work Visa, Travel and 14 days accomadation will be arranged by Infosys

  
  

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