Relationship Manager (French)

Employer: Microsoft
Domain:
  • IT Software
  • Public Relations
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 24.03.2019
    Short company description

    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.

    Requirements

    Position Purpose:

    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.

    Description:

    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.

    Desired Experience

    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
    Supply chain
    Retail
    Devices
    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.
    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
     

    Technical Skills

    Ability to use large amounts of data to deliver business understanding
    Report writing experience
    Good understanding of Excel
    Language



    Fluent English and French or one of more of the following languages is required:

    German
    Spanish
    Portuguese
    Dutch
    Italian
    Multi lingual an advantage

    Responsibilities

    Responsibilities:

    Customer recovery and problem resolution
    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
    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

    Other info

    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.