Expert Customer Journey Optimizer

1 week ago

Singapore beBeeCustomerSupport Full time $90,000 - $120,000
Customer Support Excellence Specialist

Cisco is seeking a skilled professional to deliver exceptional service to valued customers. As a key liaison between customers and technical support, you will play a crucial role in driving improvements and ensuring excellence at every phase of the customer journey.

Responsibilities:

  • Establish strong relationships with operational teams, up to Manager/Director level executives.
  • Act as a single point of contact for escalation and operational concerns for assigned customers.
  • Provide timely reporting on open service requests and RMA (Hardware replacements).
  • Identify and proactively address issues to improve customer satisfaction.
  • Participate in Quarterly Business Review meetings and provide trending and gap analysis.
  • Understand business requirements and align solutions accordingly.
  • Plan, manage, and collaborate with technical resources to deliver Expert Care services/deliverables to customers.

Key Requirements:

  • A self-motivated individual dedicated to exceeding client expectations.
  • Strong communication and interpersonal skills.
  • Good command of English.
  • In-depth understanding of IP Transport network products/solutions in telco service provider environments.
  • Drive for continuous learning, results-orientation, and teamwork.
  • Professional and concise communication (written and verbal).
  • Ability to perform under pressure and in disruptive environments where priorities can change.
  • Excellent working relationships with other customer service organizations.

Nice to Have:

  • Certifications: ITIL v4, CCNA.
  • Incident Manager/Service Manager background.
  • Bachelor's degree with 5-7 years of relevant work experience.

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