Operations Analyst

Cisco Systems; São Paulo; Presencial; BRL 20.000 - 80.000; Tempo integral

Descrição da oferta de emprego

Meet the Team

The Americas Global Enterprise Segment EMEA Regional Sales team are looking for a dedicated, passionate and creative Customer Service Advisor/Manager (CSMs) who will resolve highly complex and urgent customer issues, usually involving region-specific business support but may extend to another theatre or region as part of global deals.

Your Impact

Collaborate with partners and customers to own the vendor team to timely issue resolution as it relates to the customer satisfaction impact and importance of the complex issue.

Coordinate resolution, communication, and always follow through with the original requestor and other concerned parties involved as needed.

Meet regularly with Vendor Manager / Global Service Owner to highlight issues with process, performance, tools and stakeholder expectations. Lead vendor issue teams against agreed SLAs and quality expectations.

• Supervise and lead customer service feedback - verify feedback with training/communication/quality / Regional Operations teams to ensure common issues are addressed.
• Proactively identify trends, issues and opportunities for process improvement. Drives respective corrective actions for own Theatre or Segment.
• Find opportunities to streamline, automate and outsource segments of the customer support cycle that will measurably improve the customer experience.
• Commit Management Support – Month/Quarter/Year-end order report management follow-up to drive efficient bookings
• Encourages organizational shift in focus and metrics from transaction-based (SLAs, etc.) to Customer Experience and outcome delivery-based success measures
• Drives measures to promote and train partners regarding Cisco’s self-service tools as appropriate
• Works on highly complex issue resolution requiring judgment in the selection of the method and technique for obtaining a solution. Problems may be new or unique. Makes timely and sound decisions.
• Accountable for leading assigned projects and problem-solving involving cross-functional partnerships impacting customer satisfaction and process improvements.

Minimum Qualifications

• 5+ years of customer service experience.
• Effective communication (both written and verbal) and influencing skills are required
• Strong Analytical Skills
• Excellent phone skills and project management abilities
• Advanced skills in Visio, PowerPoint, and Excel
• DMAIC/Six Sigma knowledge

Preferred Qualifications

• BA/BS degree or equivalent
• General knowledge of outsourcing. Vendor management experience is a plus
• Ability to deal with ambiguity
• Collaborative and professional demeanour toward peers/vendors
• Dedication to the customer experience
• Experience ideally includes process improvements and operations management
• Comfortable leading through organizational change management

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Simply put – we power the future.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.