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Portuguese Advisor : CRM Transaction Processing [Complex] in Pavas, San Jose at Concentrix

Date Posted: 2/14/2018

Job Snapshot

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Job Description

Job Purpose:

The Customer Service Representative (CSR) in the CS+ team provides World Class Customer Service to Cisco’s employees (internal) and customers (Cisco external). The primary contact method is email or portal (, but the CSR also answers inquiries via phone and IM (instant messages).
Key Responsibilities:

•         Expertly manage Relationships with Customers and Client’s internal teams.
•         Represents Client’s Customer and Sales with cross functional teams.
Role Specific:
  • Contributes to Cisco Experienced advisors and Experienced managers and sales by reducing administrative workload
•         Supports Customers and Sales from on pre-book (fusion and order support) to post-booking activities 
•         Engages and represents Customers and Sales with cross-functional teams 
•         Answers inbound telephone calls, emails and IMs and deals with them promptly and efficiently.
•         Assumes responsibility and ownership for all relevant customer queries and drives them to achieve a timely resolution.
•         Positively manages internal relationships.
•         Contributes positively towards the achievement of performance targets in all aspects of the team’s activities
•         Ensures through team work that all Service Level Agreements (SLAs) are met consistently.
•         Ensures a case first touch of his/her cases within 4 hours of case creation.
•         Passes quality audit with results above 95%.
•         Acts as an advocate for the requestor going the extra mile to ensure high levels of Customer and Sales satisfaction
•         Develops strong overview and drives Process, Tool and business flow improvements 

Job Requirements


•         College or university degree – Preferably with Business, Finance, Math’s or Science background
Working experience
•         2 years’ experience in a phone based or customer facing role, with proven high Customer Satisfaction delivery
•         Training in a high impact role with proven facilitator skills.
•         Experience working or studying in the supported country and in a multicultural environment.
•         Experience in a multinational environment is an advantage
Language skills
•         Fluency in English (US) and in one or more of the following languages: TBC
PC skills
•         Computer literacy in MS Office applications
•         Able to communicate confidently over the phone and type at the same time
Personal skills
•         Excellent verbal and written communication and negotiation skills, telephone manner and customer orientation
•         Excellent organizational and problem solving skills
•         Accuracy and attention to detail
•         Ability to work under operational targets and meet deadlines
•         Ability to deliver World Class Customer Service, going the “extra mile” and exceeding CSAT targets
•         Quick learner and motivated to drive self -improvement
•         Positive attitude, proactive engagement and solutions seeking 
•         Able to thrive working as part of a team 
•         High level of decision making
•         Ability to prioritize work and work effectively on multiple tasks
•         Excellent problem solving skills and ability to resolve complex enquiries, escalations RCAs.
•         Ability to demonstrate empathy, accountability and engage positively with very irate customers.
•         Excellent customer service skills and etiquette
•         Technical proficiency (ie proficient with common business software, contact centre systems and Oracle or web based applications).
•         Demonstrate initiative and self-drive
•         Adapt easily to change
•         Relationship building skills
•         Ability to facilitate buddying/mentoring of new hires.
•         Native or near-native language capability in supported language (email, chat and oral communication).
•         Agents not providing English support fluent in English (email, chat and oral communication)