Escalation Manager

Escalation Manager

CX Centers Escalation Manager serves as the single point of contact for all Cisco Customer / internal stakeholder initiated post-sales support issues and 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. The Escalation Manager role is suited to candidates with 6-12 months’ post-sales escalation handling experience. The candidate will have strong knowledge of TAC processes, logistics and Escalation best practices, to expedite issues accordingly.

Responsibilities include:

Duty Manager role:

· 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.

GFEP Escalation Manager role:

· Expertly master all TAC, logistics and other CX processes and tools to provide a high level of customer support

· Assist customers with Service Requests and engaging with other Cisco Teams ensuring follow up on each request and solution is provided

· Follow up on existing Service Requests and RMAs for all open cases

· Takes responsibility for overall delivery of GFEP deliverable, prioritizing cases where appropriate

· Responsible for achieving all metrics for the respective customer/partner, as defined by the management with particular focus on customer satisfaction

Who You’ll 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.

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 responsibly and significantly in a fast-paced high stress environment.

· Validated technical expertise and extensive customer service/support experience.

Essential Criteria:

· Communication: Fluency in both Japanese & English

· Communication: Demonstrates strong presentation skills; excellent written & verbal communication; ability to manage customer relations at all levels

· Relevant Experience: Minimum of six months’ post-sales escalation handling experience

· Specialist Expertise: Demonstrates good understanding and strong interest in networking products

· Customer Focus: Demonstrates high customer focus, with a minimum of 2 years’ Customer Service experience; strong commercial awareness; highly motivated and committed to customer satisfaction

· Education: Bachelor’s degree (or equivalent) in related field (Information Technology, Computer Science)

· Problem Solving: Highly analytical with the ability to manage complex case loads

· Working with Others: Ability to work alone and with others, demonstrating team spirit; ability to influence other team members to achieve their goals

· Resilience: Self-starting and resilient; demonstrating the ability to work under pressure without supervision

· Leadership: Always demonstrates leadership, maintaining professional decorum and positive attitude; taking responsibility and accountability for results of country unit

· Negotiation: A track record of influencing a dynamic set of stakeholders with competing interests toward win-win outcomes

· Continual Development: Proactively seeks development opportunities and strives for continuous improvement; displays ownership of continual professional development; willing to work towards Cisco certifications

Hours of Work:

09.00 – 17.30 GMT+9, Monday-Friday

Your operational hours may be subject to change due to operational requirements. The nature of your employment is such that you will work whatever hours may be necessary to fulfil the duties of your post.

Flexibility is important. Obligations placed upon you and tasks required of you will inevitably vary and develop with the growth of the Company. Therefore, as and when considered necessary or appropriate you are liable to transfer to or undertake other duties, within your competence and within reason, to meet fluctuations or priorities in work demands.