Job Description

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General Skills:
Communication Skills:
1.Exceptional communication skills, including:
i.Rapport building and use of Customer-centric language.
ii.Active listening skills, empathy, conflict management and time management techniques.
iii.Questioning techniques to drive understanding and clarification of Customers' needs.
2.Excellent business English comprehension and communication skills, written & spoken, to handle multi-channel engagement (Chat, email, phone, CRM).
Transactional Skills:
1.Ability to work independently on Customer transactions end to end by leveraging multiple tools, Knowledge Management, and self-help tools.
2.Enforcing business rules, as specifically set forth in the Cisco CLO Knowledge Management System, and offering alternative solutions where appropriate.
Problem-Solving and Adaptability:
1.Quick learner with strong problem-solving, critical thinking, and analysis skills.
2.Flexibility and adaptability to adjust as the business evolves.
3.Detail-oriented with the ability to process complex transactions.
Motivation and Leadership:
1.Self-motivated and driven to succeed with natural curiosity, initiative, and tenacity.
2.Ability to juggle multiple tasks while maintaining composure.
Technical Skills:
1.Computer literacy, including experience with case management systems, email, chat, and Windows-based applications, including MS Excel skills such as V-lookup, Pivot tables, and formulas, as required for the position.
2.Ability to effectively navigate multiple systems at once to accomplish a task.