Process Specialist

About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Infosys is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.

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 

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