GetHelp Relationship Manager
Microsoft
Lisbon, Lisbon, Portugal
há 1 dia

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.

In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience.

This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth.

The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Responsibilities

The Customer & Field Engagement (C&FE) team is looking for customer obsessed, analytical, and high energy individuals to join their team.

The C&FE team provides support expertise to customers, partners, and internal teams that sell Microsoft services. The C&FE team assumes project management of complex, multi-workload escalations and drives them to resolution.

Relationship Managers collaborates closely with the Product Group, commercial and technical support CSS, CELA and Field Sales to resolve and prevent recurring escalations by identifying and working to resolve systemic issues.

The GetHelp team intakes and resolves cases that come to Microsoft outside of the designed support model. We seek to learn from every interaction and advocate for an effortless support experience to bring the voice of the customer into the design of the future.

We work across the complete range of Microsoft offerings including software, services and devices.

The GetHelp Relationship Manager is responsible for handling customer / partner escalations that come to the team through various internal channels.

Escalations will require direct customer interaction via phone with the goal of identifying and resolving issues related to Microsoft technology and services, ensuring they are resolved within established guidelines / policies.

These escalations are some of our most challenging and difficult customer issues and will at times require the individual to deal with highly sensitive customers and situations.

Relationship Managers are highly motivated people with empathy, passion, integrity, and a knack for investigation & problem solving.

Relationship Managers represent Microsoft by providing world class service and displaying our core principles in all their work.

Qualifications

  • Customer recovery and problem resolution. Fully owning the customer relationship through to resolution.
  • Internal and external relationship management.
  • Documentation of customer issues for further analysis by the business.
  • Identifying reoccurring or emerging issues and escalating to the appropriate channels.
  • Collaborating with teams such as Legal and Public relations to ensure issues are managed appropriately.
  • Ensuring strict service levels are adhered to.
  • Self-prioritize and manage case work.
  • Cross training and team operational projects.
  • Follows all privacy policies, legal considerations
  • Desired Experience

  • Customer Service and support experience.
  • Deep Technical support experience for the Windows and Office software (including consumer versions).
  • Demonstrated business maturity.
  • Escalation management & Critical situation handling.
  • Problem solving and research skills.
  • Computer / Technical skills.
  • Organizational skills with attention to detail.
  • Understanding of Reverse logistics.
  • ITIL or similar problem management.
  • Personal Attributes / Interpersonal Skills :

  • Collaborative team player with strong stakeholder management skills.
  • Excellent time organization and close-out discipline.
  • Problem solver that can identify both short term mitigation and propose options for longer term resolution.
  • Strong written and verbal communication skills.
  • Excellent judgment, decision making skills, and the ability to work under continual deadline pressure.
  • Ability to manage and work within ambiguity to reach a successful outcome.
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