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Data Analyst

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    Business, Operations & Strategy
  • Pune

AI generated summary

  • You must engage customers through various channels, understand their needs, resolve issues proactively, conduct RCA, and collaborate with cross-functional teams while focusing on business outcomes.
  • You will engage customers, troubleshooting issues, conducting RCA, managing requests, collaborating with teams, and identifying process improvements to enhance outcomes and customer experience.

Requirements

  • Engage Customers using applicable multiple channels (chat, email, phone, CRM) as needed, understand their needs, and translate them into Cisco work requirements.
  • Set proper expectations about delivery time and service outcomes.
  • Proficient in transactional processes, demonstrating a deep understanding of process flows, workflows, and cross-functional dependencies crucial for transaction success.
  • Identify issues, conduct Root Cause Analysis (RCA), and troubleshoot Customer concerns.
  • Translate Customer needs and requests into Cisco work requirements (service identification).
  • Focus on resolving Customer issues rather than just closing cases.
  • Solve the right problem by looking beyond the stated request and adhering to Cisco business and compliance rules as specifically set forth in the Cisco CLO Knowledge Management System.
  • Maintain a single point of ownership and accountability of requests, leveraging support from Cisco resources when necessary.
  • Collaborate with cross-functional partners, Cisco representatives, and vendor resources to ensure successful customer outcomes.
  • Utilize a proactive approach, considering broader customer account activity and support needs.
  • Focus on business outcomes and customer experience metrics, maintaining acceptable performance standards, as specifically set forth in this SOP.
  • Conduct Root Cause Analysis on cases that don’t meet expectations and implement process fixes.
  • Share tacit knowledge gained through Customer interactions via knowledge management contributions.
  • Identify process improvement and automation opportunities in collaboration with Cisco staff.

Responsibilities

  • Engage Customers using applicable multiple channels (chat, email, phone, CRM) as needed, understand their needs, and translate them into Cisco work requirements.
  • Set proper expectations about delivery time and service outcomes.
  • Proficient in transactional processes, demonstrating a deep understanding of process flows, workflows, and cross-functional dependencies crucial for transaction success.
  • Identify issues, conduct Root Cause Analysis (RCA), and troubleshoot Customer concerns.
  • Translate Customer needs and requests into Cisco work requirements (service identification).
  • Focus on resolving Customer issues rather than just closing cases.
  • Solve the right problem by looking beyond the stated request and adhering to Cisco business and compliance rules as specifically set forth in the Cisco CLO Knowledge Management System.
  • Maintain a single point of ownership and accountability of requests, leveraging support from Cisco resources when necessary.
  • Collaborate with cross-functional partners, Cisco representatives, and vendor resources to ensure successful customer outcomes.
  • Utilize a proactive approach, considering broader customer account activity and support needs.
  • Focus on business outcomes and customer experience metrics, maintaining acceptable performance standards, as specifically set forth in this SOP.
  • Conduct Root Cause Analysis on cases that don’t meet expectations and implement process fixes.
  • Share tacit knowledge gained through Customer interactions via knowledge management contributions.
  • Identify process improvement and automation opportunities in collaboration with Cisco staff.

FAQs

What are the primary responsibilities of a Data Analyst in this role?

The primary responsibilities include engaging with customers to understand their needs, identifying and resolving issues, problem-solving while adhering to compliance rules, maintaining ownership of requests, collaborating with cross-functional partners, utilizing a proactive approach to support, and identifying process improvement opportunities.

How do you engage with customers?

Customer engagement is done through multiple channels including chat, email, phone, and CRM systems, depending on the customer's needs.

What is the importance of Root Cause Analysis (RCA) in this position?

Root Cause Analysis is critical for identifying issues and troubleshooting customer concerns, as it helps translate customer needs into actionable work requirements and assists in preventing similar issues in the future.

How do you ensure effective problem-solving?

Effective problem-solving involves focusing on resolving customer issues rather than just closing cases, looking beyond stated requests, and adhering to Cisco's business and compliance rules.

What does ownership and collaboration entail in this role?

Ownership and collaboration entail maintaining accountability for customer requests while leveraging support from Cisco resources and collaborating with cross-functional partners and vendors to achieve successful customer outcomes.

How do you measure performance metrics and customer experience?

Performance metrics are measured by maintaining acceptable standards related to business outcomes and customer experience, as outlined in the Standard Operating Procedures (SOP).

What role does process improvement play in this position?

Process improvement plays a vital role as it involves conducting analyses on cases that do not meet expectations, implementing necessary changes, and sharing knowledge gained from customer interactions for better future outcomes.

Are there opportunities for collaboration with other Cisco staff?

Yes, there are opportunities for collaboration with other Cisco staff to identify process improvement and automation opportunities that enhance overall service delivery.

What is the approach to customer account activity?

The approach is proactive, taking into account broader customer account activity and support needs to ensure optimal service delivery and customer satisfaction.

How can employees contribute to knowledge management?

Employees can contribute to knowledge management by sharing insights and tacit knowledge gained from customer interactions, which can help improve processes and service delivery across the organization.

We are ‘experience-led everything’ — harnessing the power of technology, creativity, and insight to deliver impact.

Consulting
Industry
5001-10,000
Employees
2001
Founded Year

Mission & Purpose

Zensar stands out as a premier technology consulting and services company, embracing an ‘experience-led everything’ philosophy. We are creators, thinkers, and problem solvers passionate about designing digital experiences that are engineered into scale-ready products, services, and solutions to deliver superior engagement to high-growth companies. This full lifecycle capability – from experience to engineering to engagement – is what makes us unique. This integrated approach also means that we harness the power of technology, creativity, and insight to deliver impact — ensuring our work focuses not just on technology but also on the people who use it. Part of the $4.4 billion RPG Group, Zensar is headquartered in Pune, India. Our 10,000+ employees work across 30+ locations worldwide, including Seattle, Princeton, Cape Town, London, Singapore, and Mexico City. As an organization, we are diverse and multi-dimensional and unite across geographies and skill sets to deliver products and services that are value-driven, environmentally conscious, and human-centered.