Cisco Service Delivery Specialist with French and English

The Cisco Service Delivery Specialist will perform the transactional activities necessary to complete internal and external Partner and system generated requests. Will also handle communication with requesters via email. 

Responsibilities:

• Engage customer, understand their needs and translate this need to Cisco work required, and set proper expectations about delivery time

• Troubleshoot and resolve customer issues and provide direct high volume transaction support to internal teams

• Utilize proactive approach as indicated in CISCO model, looking beyond the case to wider customer account activity and support needs

• Collaborate with cross-functional partners, vendor representatives in support of successful customer outcomes

• Identify issues, carry out Root Cause Analysis on cases that don’t meet expectations and implement process fix to prevent future occurrences

• Focus on process improvement identification and development of improvement ideas

Requirements:

• Excellent verbal and written communication in English and French

• Exceptional communication skills including rapport building, use of customer centric language; demonstrating appropriate urgency

• Active listening skills, questioning, driving understanding and clarification of customers’ needs

• Ability to defuse customer conflict

• Quick learner who easily applies problem-solving, critical thinking and analysis skills

• Self-motivated and drive to succeed with natural curiosity, initiative and tenacity to drive issues to closure

• Ability to engage and facilitate activities of others

• Excellent time management skills, ability to juggle multiple tasks while maintaining composure

• Computer literacy including familiarity with case management systems, email, chat, Windows- based applications

• Intermediate MS Office skills, particularly MS Excel

• 2 years + Proven experience in Customer Services and Operations Environments with direct customer interaction via phone and offline methods

• Proven track record of executing varied and complex services and business processes

• Experience in working in dynamic and active change environment with teams of various skills, abilities, backgrounds

• Experience with working in remote, global teams in a dynamic business environment 

Why to work for Concentrix?

• Competitive salary

• Various career development opportunities

• A bright, modern and exciting place to work, with excellent staff facilities

• Performance related pay

• Voluntary Medical plan

• Life insurance

• Annual reward and recognition events

• Holiday pay

• Team and Concentrix events

Who is Concentrix?

Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a technology-enabled global business services company specializing in customer engagement and improving business performance for some of the world’s best brands. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people.  Concentrix provides services to clients in ten industry verticals: automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; energy and  public-sector. We are Different by Design.