Customer Service Advisor - EMEAR region

  • Location:
    Krakow, Poland
  • Area of Interest
    Administrative and Business Support
  • Job Type
  • Technology Interest
  • Job Id

Theatre alignment

  • Lead escalation resolution end-to-end by proactive engagement and upon request
  • Lead re-current operational reviews with Operations Managers, Deal Managers and Sales. Analyze success metrics and implement steps for improvement
  • Review, address and close the loop on customer satisfaction response & CS feedback
  • Own One Support model, drive enablement and adoption
  • Support top deals for the theatre
  • Work with Sales and Customers to address issues and improve experience of using Cisco tools and Customer Service offerings


Service Category alignment, transactional health and process execution

  • Be accountable for service category performance and execution issues
  • Drive weekly performance review (Backlog, CTAs, re-opens, escalations, NSS) with support teams per service category
  • Drive operational excellence by leading specific focus areas and projects
  • Perform RCAs and address re-current vendor / process issue in cooperation with GSO, SMEs and Service Owners
  • Hold accountability for Customer Service performance (Back and Front Office)
  • Provide feedback, consultancy and coaching to Customer Service agents
  • Own vendor HC forecasting & OT approval
  • Drive WCCS tools & process implementation
  • Move transactional activities to RCS


Commit Management

  • Month end/quarter end coverage and support
  • Monitor un-booked (ENB, CCP) orders daily and ensure quality check and booking coordination
  • Top deal focus – proactively monitor execution
  • Manage and track any necessary blanket approvals


Advanced Services

·       Responsible for AS pre-booking validations and compliancy

·       Accountable for execution of non-standard/high value and complex advanced services deal

·       Statement of work review and validation

·       Project ID review, AS Pricing Tool support for AS-S and AS-T, hold release

·       Bridge beetwen AS Delivery/AS Global Operations and Sales Operations

·       Leading process improvement by engaging cross -functionally (Sales Operations/CPS/AS Revenue Recognition, Service Owner, etc..)

·       Identify and address process improvement areas to enhance end-to-end ownership and accountability

·       Help shape advanced services support model and align it globally

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