1+ months

2 x Global CX Centers Duty Manager ( English & Japanese)

Cisco Systems Inc.
Dalian, Liaoning
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What Youll Do

Our Global CX Centers Duty Management Team seeks a Duty Manager to serve as the single point of contact for all Cisco Customer/internal stakeholder initiated escalations and be responsible for handling day-to-day customer escalations, facilitating speedy issue resolution through correct resource allocation, and leading stakeholder communication during IT system outages.

Responsibilities include:

  • Act as an escalation point for Cisco customers, partners, and internal stakeholders among multiple business entities across CX
  • Assess the needs of a given support requirement and prioritize to ensure cases are handled at the correct resource level and with appropriate focus
  • Capture escalations in a tracking log making sure they are completely documented and successfully resolved
  • Act as a central point of coordination and communication, prioritizing and facilitating efforts to minimize impact and restore business operations during BCP events
  • Ensure that IT and cross-functional resources are properly engaged to resolve any critical application, network, or tool outages and provide communications to the organization regarding the outage
  • Review our escalation data, identify trends & key business indicators, and present observations & recommendations to senior leadership

Who Youll Work With

As a part of our Customer Experience team, you will have the opportunity to work across multiple functions and organizations. Serving as an escalation point for our customers, partners, and internal stakeholders is at the core of our charter. We also keep a close pulse on our business operations; escalating any network/system issues with IT, invoking our business continuity plan, and keeping our engineers and leadership well informed. Our team is uniquely positioned with a birds eye view across our service delivery operation, which allows us to collect, analyze, and identify trends and gaps within our business that create opportunities for continuous improvement across the organization.

Who You Are

The ideal candidate demonstrates an aptitude and appetite for learning new skills, and applying this to drive customer satisfaction.

Education and Experience:

  • Typically requires BSCS or BSEE or equivalent plus 2 to 4 years of related work experience.
  • ITIL and Six Sigma Certifications highly preferred

Related Business/Technical Knowledge/Skills and Expertise

  • Understanding of TAC operations and the operations of cross functional organizations in which the TAC interfaces during the course of customer case resolution.
  • General knowledge of Cisco products and service offerings
  • Validated ability to act responsibility and significantly in a fast paced high stress environment
  • Validated technical expertise and extensive customer service/support experience

Core Competencies:

  • Change Agent
  • Team Player
  • Decision Maker
  • Innovation
  • Customer Advocate
  • Communicator
  • Business Acumen
  • Problem Solving
  • Relationship Building
  • Drive Result
  • Conflict Management

Why you'll love Cisco

Do you want to change the world? We change the World, you will become passionate about your employer and the brand you represent. Everything is converging on the Internet, making networked connections more meaningful than ever before in our lives. Our employees' groundbreaking ideas impact everything. Here, that means we take creative ideas from the drawing board to dynamic solutions that have real world impact. You'll collaborate with Cisco leaders, partner with mentors, and develop incredible relationships with colleagues who share your interest in connecting the unconnected. You'll be part a team that cares about its customers, enjoys having fun, and you'll take part in changing the lives of those in our local communities. Come prepared to be encouraged and inspired.

Join Cisco as we build a strong partner community, our #1 route to market. The primary responsibility of the Partner Account Manager is to work with Cisco's Partners to grow a profitable business focused on Cisco Solutions. You will work with their assigned Partners to develop plans that bring incremental revenue to Cisco and to his/her Partners in strategic focus areas.You build awareness of the competitive landscape and educate our Partners on strategies to position their Cisco based solutions for success against emerging competitors. You should be "excellent teammates" with strong communication skills who can work cross-functionally within Cisco to develop ideas, share standard methodologies and execute business plans.


*LI-APJ-MC1
Posted: 2019-05-16 Expires: 2019-09-09

Cisco Systems Inc.

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2 x Global CX Centers Duty Manager ( English & Japanese)

Cisco Systems Inc.
Dalian, Liaoning
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