Job Description

Role Description
The Global Delivery Center (GDC) Agent is responsible for providing exceptional 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 Cisco\xe2\x80\x99s entire portfolio of Hardware, Software, and Services and will be responsible to make the complex easy and ensure each interaction with Cisco is a positive one.
This agent will solve complex interactions, offer proactive and even predictive support where self-service and automation are not feasible or desired. They will make decisions based on analytical insights, have a bias to move fast, and be structured to implement operational changes quickly and efficiently.
Using exceptional customer service skills along with strong execution skills and a depth of knowledge of CLO service offerings across Hardware, Software, and Services, the agent will be fully accountable for successful customer resolutions. The Agent will engage with requestors on situations requiring high levels of interaction and transaction, cases with high business complexity and escalated cases. The agent will use inquiry-based questioning skills and create linkages across the service catalog.

Role Description
The Global Delivery Center (GDC) Agent is responsible for providing exceptional 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 Cisco\xe2\x80\x99s entire portfolio of Hardware, Software, and Services and will be responsible to make the complex easy and ensure each interaction with Cisco is a positive one.
This agent will solve complex interactions, offer proactive and even predictive support where self-service and automation are not feasible or desired. They will make decisions based on analytical insights, have a bias to move fast, and be structured to implement operational changes quickly and efficiently.
Using exceptional customer service skills along with strong execution skills and a depth of knowledge of CLO service offerings across Hardware, Software, and Services, the agent will be fully accountable for successful customer resolutions. The Agent will engage with requestors on situations requiring high levels of interaction and transaction, cases with high business complexity and escalated cases. The agent will use inquiry-based questioning skills and create linkages across the service catalog.

Skillset | Profile:
Exceptional communication skills including rapport building, use of customer centric language; demonstrating appropriate urgency; Active listening skills, questioning, driving understanding and clarification of customers\xe2\x80\x99 needs
Advanced Proficiency level in speak, read and write in Japanese and English for business communication
Advanced Transactional skills
Excellent verbal and written business communication skills in any other contracted language, where applicable
Ability to handle difficult situations, diffuse customer conflict by showing empathy; properly enforcing business rules that must be followed and offering alternative solutions where appropriate
Quick learner who easily applies problem-solving, critical thinking, analysis skills and troubleshooting
Flexible and adaptable to adjust as the business evolves; able to implement changes quickly and effectively
Detail-oriented with ability to process complex transactions
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 experience 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, Intermediate to Advanced MS Excel skills, including V-lookup, Pivot tables, and formula
Infosys is a global leader in next-generation digital services and consulting. We enable clients in 46 countries to navigate their digital transformation. With over three decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.
Bachelor\'s or Equivalent