IT CISCO - NATIVE KOREAN

Gratitude Inc

536 Views

20 hours ago

1-2 Year(s)

RM 5 - RM 10 Thousand p.a

Quick Apply Apply

Job Description

Key Skills

CISCO Conflict resolution Critical Thinking Detail oriented Flexible Problem Solving Quick learner english Communication Skills Excellent verbal

39 candidate(s) have already applied for this Job. Apply now

• 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 V- lookup, Pivot tables, and formulas

Role

Any Other

Timings

Flexible (Permanent)

Industry

Telecom / ISP

Work Mode

Process

Semi-Voice

Functional Area

Any Other

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Joy Ezennajiofor

Recruiter - Gratitude Inc

NA, nigeria

1+ Followers

500+ Posts

View Profile

Interview Tips

Giving the VNA round?
What are the most important skills you acquired as a Soft Skills/VNA trainer?
How would you handle an irate customer?

Get the Best Jobs
on your Fingertips

RM 20 - RM 40 Thousand p.m

Kuala Selangor, Malaysia

Details