Regional Customer Service EMEAR - CS Advisor

  • Location:
    Krakow, Poland
  • Area of Interest
    Business Strategy and Operations
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1212366
New

Job Title

   

Customer Service Advisor – Customer and Partner Services

 

 

The Business Entity

 

Customer and Partner Services (CPE) is part of the Operations Organization and is focused on streamlined, high-speed operations. The team work with Cisco’s sales teams as well as our customers and partners, ensuring a high quality and consistent service, optimization and providing processes that work with these stakeholders in a globally consistent way.

   

Team Description

                   

Role & Responsibilities

 

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Customer Services (CS) is the team that owns the end-to-end transaction experience and provides global and regional support to Customers, Partners and Cisco internal teams. CS organization is composed of Global Customer Services (incl. Global Contact Centers, Localization and Data Operations, Vendor Management Program Office and Partner Program Services teams) as well as Regional Customer Service teams.

The Regional Customer Service (RCS) team is accountable for the support experience for all of Cisco’s customer, partner, and internal stakeholders. We are centrally located at the intersection of process and execution in order to be directly empowered to deliver customer expectations before, during, and after they have signed a deal with Cisco.

Customer Service Advisors will lead Cisco’s Contact Center teams to resolve highly complex and urgent customer issues. These issues will typically involve region-specific business support, but may extend to another theater or regions as part of global deals. The customer interactions managed by CSAs are related to critical customer satisfaction business issues, high level customer escalations or cases where a prudent Cisco business decision maker is required.

In this role as CS Advisor you will:
● Collaborate with partners and customers to lead the vendor team to timely issue resolution, as appropriate for the impact and importance of the issue, coordinating resolution, communication, and always closing the loop with the original requestor and other concerned parties picked up along the way
● Identify opportunities to streamline, automate and outsource segments of the customer support cycle, only in ways that will measurably improve the customer experience.
● Monitor and Manage Feedback - ensure feedback loop into training / communication / quality / Regional Operations teams to ensure common issues are addressed
● Commit Management Support - Month and Quarter ends report driven order follow-up to drive efficient bookings
● Responsible for monitoring case aging and handoffs (within and between vendors)

● Performs Root Cause Analysis and ensures next steps are driven

● Acts as an escalation POC for issue resolution

● Encourages organizational shift in focus and metrics from transaction-based (SLAs, etc.) to Customer Experience and outcome delivery based success measures

● Responsible for regional- or account-based order management

● Acts as primary contact for customer and partner field escalations

● Assists management with workforce and business planning

● Daily project orientation and problem solving involving cross-functional partnerships

● Drives proactive measures to promote and train partners regarding Cisco’s self-service tools as appropriate

● Identifies and summarizes potential process improvements

● Works on highly complex problems requiring judgment in the selection of the method and technique for obtaining a solution. Problems may be new or unique. Makes timely and sound decisions.

● Accountable for managing assigned projects, customer satisfaction and issue resolution and process improvements.

● Equal focus on outcome and compliance with Cisco’s Policies and Business Rules

 
   
       

Qualifications

 

● BA/BS degree or equivalent plus 3-5 years customer service experience.
● Effective communication (both written and verbal) and influencing skills are required
● Ability to champion improvements and work effectively as part of a team
● Excellent phone skills and project management abilities
● Various weekends are required for this role

● Comfortable managing through organizational change management

● Strong problem solving skills

● Skilled with organizational governance

● Strong business acumen

● Collaborative and professional attitude toward peers/vendors

● Patient and pragmatic under pressure

● French language C1 level

   
   
     

Desired Skills

● General knowledge of outsourcing. Vendor management experience is a plus
● Strong Analytical Skills
● Effective problem solving skills

● Experience ideally includes process improvements and operations management
● Advanced skills in Visio, PowerPoint, and Excel

● Demonstrated leadership in resolving customer issues

● Industry/Technical/Business knowledge

● Skilled negotiator between sales, partners, and internal third parties

   

About Cisco

 

Why Cisco:


We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren’t afraid to change the way the world works, lives, plays and learns.

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.

We Are Cisco.

   

Keywords

 
 

Customer Service, Customer satisfaction, Process improvements, Process Execution,

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