Process Specialist

Job Description

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 : Cisco Internal / Cross Functional teams and vendors Partners Distributors 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 and Mandarin 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 V-lookup, Pivot tables, and formulas