Process Specialist job opportunity at Infosys.

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Infosys Process Specialist
Experience: 1-year
Pattern: full-time
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Process Specialist

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degreeBachelor's (B.A.)
Malaysia

Engage customer, understand their needs and translate this need to Cisco work required, and set proper expectations about delivery time Identify issues, carry out (RCA) Root Cause Analysis, troubleshoot and translate Customer needs and requests into Cisco work required (service identification) Focus on resolving customer issues, not closing cases; Solve the right problem for the requestor by looking beyond the stated requested to the true needs, distinguishing between relevant & irrelevant information; adhere to Cisco business and compliance rules and professionally say no to requests that violate those policies. Utilize proactive approach as indicated in CISCO model, looking beyond the case to wider customer account activity and support needs Focus on Business Outcomes and Customer Experience impacting metrics; maintain acceptable level of performance as measured via agent certification standards Maintain ownership and accountability of requests; leverage support from Cisco Customer Service resources as appropriate to drive resolutions while minimizing requestor effort; understand when to seek guidance and team with agents across the globe to solve problems. Collaborate with cross-functional partners, Cisco and vendor representatives along with other resources in support of successful customer outcomes Identify issues, carry out (RCA) Root Cause Analysis on cases that don’t meet expectations and implement process fix (in conjunction with Process Owners) to prevent future occurrences Share tacit knowledge gained through customer interactions via KM contribution approach so that knowledge can be leveraged by entire team Focus on process improvement and automation opportunities via identification, qualification, and development of improvement ideas in conjunction with Cisco staff

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