Customer Service Advisor - EMEAR region

  • Location:
    Krakow, Poland
  • Area of Interest
    Administrative and Business Support
  • Job Type
  • Technology Interest
  • Job Id

Theatre alignment

  • Lead escalation resolution end-to-end by proactive engagement and upon request
  • Lead re-current operational reviews with Operations Managers, Deal Managers and Sales. Analyze success metrics and implement steps for improvement
  • Review, address and close the loop on customer satisfaction response & CS feedback
  • Own One Support model, drive enablement and adoption
  • Support top deals for the theatre
  • Work with Sales and Customers to address issues and improve experience of using Cisco tools and Customer Service offerings


Service Category alignment, transactional health and process execution

  • Be accountable for service category performance and execution issues
  • Drive weekly performance review (Backlog, CTAs, re-opens, escalations, NSS) with support teams per service category
  • Drive operational excellence by leading specific focus areas and projects
  • Perform RCAs and address re-current vendor / process issue in cooperation with GSO, SMEs and Service Owners
  • Hold accountability for Customer Service performance (Back and Front Office)
  • Provide feedback, consultancy and coaching to Customer Service agents
  • Own vendor HC forecasting & OT approval
  • Drive WCCS tools & process implementation
  • Move transactional activities to RCS


Commit Management

  • Month end/quarter end coverage and support
  • Monitor un-booked (ENB, CCP) orders daily and ensure quality check and booking coordination
  • Top deal focus – proactively monitor execution
  • Manage and track any necessary blanket approvals


Advanced Services

·       Responsible for AS pre-booking validations and compliancy

·       Accountable for execution of non-standard/high value and complex advanced services deal

·       Statement of work review and validation

·       Project ID review, AS Pricing Tool support for AS-S and AS-T, hold release

·       Bridge beetwen AS Delivery/AS Global Operations and Sales Operations

·       Leading process improvement by engaging cross -functionally (Sales Operations/CPS/AS Revenue Recognition, Service Owner, etc..)

·       Identify and address process improvement areas to enhance end-to-end ownership and accountability

·       Help shape advanced services support model and align it globally

We connect everything - people, process, data and things. We innovate everywhere to create fresh ideas and possibilities. We make a meaningful difference that will benefit everyone - our people, our customers and the world around us.

Our technology changes the way the world works, lives, plays and learns. But our edge doesn't come from technology. It comes from our people. We're looking for the kind of people who take smart risks, thrive in diverse environments, inspire their colleagues, and are committed to having an impact on the world. Whether you create technology solutions that redefine business or build connections that strengthen the community, you can make it happen at Cisco!

Powered By