Zr 1906 job

2 weeks ago

Subang Jaya, Selangor, Malaysia Avensys Consulting Full time
**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 crossfunctional 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 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 problemsolving, critical thinking, analysis skills and troubleshooting
  • Flexible and adaptable to adjust as the business evolves; able to implement changes quickly and effectively
  • Detailoriented 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 coursecorrect to meet expected delivery date
  • Excellent time management skills, ability to juggle multiple tasks while maintaining composure
  • Intermediate MS Office skills, Intermediate to Advanced MS Excel skills, including Vlookup, Pivot tables, and formulas

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