Job Description

: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.

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