Relationship Manager (French)
It’s a time of exciting change and new thinking at Microsoft. We’re focused on improving the day-to-day lives of our customers, delivering meaningful impact through ground-breaking technology and providing a truly unified experience.
Through incredible services like OneDrive and Xbox Live powering a Mobile First, Cloud First world, we deliver a positive blend of work and play across different devices, locations and users. Across digital life, we’re reinventing productivity.
In order to fuel this change, we need people prepared to challenge convention, question the status quo and collaborate with likeminded individuals that don’t fear failure but see it as a necessary step toward making a mark on the world.
If shaping a better, more exciting future is what motivates you, you’ll be in good company.
Find out more and apply.
The Microsoft Executive Escalation 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 experience. We work across the complete range of consumer offerings including software, services and devices such as Xbox.
The Customer Relationship Manager is responsible for handling customer escalations that come to the Advocacy team through methods outside of our designed support model. Advocacy escalations will require direct customer interaction via phone with the goal of identifying and resolving issues related to consumer products 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 sensitive customers or situations. Customer Advocates are highly motivated people with empathy, passion, integrity, and a knack for investigation & problem solving! Customer Advocates represent Microsoft by providing world class service and displaying our core principles in all their work.
Customer Service and support experience
Demonstrated business maturity
Good knowledge in one or more of the following areas
Technical Support and trouble shooting
Accounts and billing
Escalation management & Critical situation handling
Problem solving and research 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.
Ability to influence and build relationships in an international environment
Inquisitive and proactive, actively seeing new problems
Work remotely on individual issues whilst contributing to the team success
Ability to use large amounts of data to deliver business understanding
Report writing experience
Good understanding of Excel
Fluent English and French or one of more of the following languages is required:
Multi lingual an advantage
Customer recovery and problem resolution
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
Grow to become a Subject Matter Expert in an area of focus
Cross training, team operational projects as requested
Follows all privacy policies, legal considerations
Full own the customer relationship through to resolution
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.