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