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World Class Front Office Journey Agent
Regional Customer Service Delivery Agent)
The World Class Front Office Journey Agent (RCS Delivery Agent) is responsible for providing world class 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 multiple offerings and will be a single point of contact for requestors to make the complex easy and ensure each interaction with Cisco is a positive one.
Job description & RESPONSBILITIES
Using exceptional customer service skills along with a breadth of knowledge of CPS service offerings, the agent will be fully accountable for successful customer resolutions.
The RCS Delivery Agent will engage with requestors on situations requiring high levels of interaction, cases with high business complexity and escalated cases.
In addition, the agent will provide inbound phone support and use established guidelines and good judgement to determine when to complete transactions and when to engage the back office or cross-
functional team to perform these activities. In all cases, the agent will maintain ownership of the parent case and customer communication and drive to successful outcome in the most efficient and effective manner possible.
Specific responsibilities :
Engage customer, understand their needs and translate this need to Cisco work required, and set proper expectations about delivery time
Troubleshoot and resolve customer issues and provide direct high volume transaction support to internal teams
Leverage the knowledge base to accurately perform transactional work when appropriate to support quick resolutions; utilize good judgement and time management skills to balance transactional work with the customer engagement to support resolutions while not jeopardizing engagement activities
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 performance scorecard
Engage with back office agents and cross-functional partners (via child cases) as appropriate to enable time-consuming transactional work and intervene and resolve if the request is not meeting needs (timelines, quality, fit for purpose etc.)
Collaborate with cross-functional partners, vendor representatives 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 GSO / CS) 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 identification and development of improvement ideas in conjunction with Cisco staff
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
Ability to handle difficult situations, diffuse customer conflict by showing empathy ; properly positioning no
Excellent verbal and written communication in English (and any other contracted language where applicable)
Advanced Proficiency level in written English for business communication
Quick learner who easily applies problem-solving, critical thinking and analysis skills
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 familiarity 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, particularly MS Excel
Qualifications & Experience
Two+ years proven work experience in areas such as Customer Services, Business Services, or Operations Environments with direct customer interaction via phone and offline methods or equivalent mix of skills and experience
Proven track record of executing varied and complex services and business processes
Experience working in dynamic and active change environments with teams of various skills, abilities, backgrounds
Experience working in remote, global teams (accommodate differing time zones / shifts) in a dynamic business environment
On the Job Trainings & certifications
General New Hire Foundation including CISCO model for Effective Request Resolution
Front Office Product and / or Annuities
Level / Tier 1 Certification with ability to proceed to fully certified Tier 2 Journey Agent
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.