Customer Support Advisor with English

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Employer: Microsoft
Domain:
  • Administration - Political Sciences
  • Customer Support - Client Service
  • Administrative Assistance
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Ilfov
  • Updated at: 16.08.2017
    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

    Success Criteria includes:
    -Higher than benchmark customer service levels (SLAs) and standards
    -Process and system change leading to improved customer satisfaction, reduced customer effort and reduced operating costs
    -Systematic mechanisms and metrics in place to monitor quality employee experience
    o Achieving better than benchmark results
    -Defining and enabling customer journeys in digital world.

    Skills & Qualifications:
    - business experience; self-motivated, confident working with customers, internal stakeholders in a matrixed organization
    - Demonstrated experience in/understanding of customer advocacy, specifically being able to proactively identify and improve processes for both commercial and consumer audiences.
    - Strong communication skills
    - Ability to create effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels and across cultures and regions.
    - Relevant Bachelors degree or experience commensurate with job expectations for this leadership position is required.
    - Fluency in English

    Responsibilities

    As an advisor, you will focus on the following:
    1. Resolve customer questions or issues on first contact; measured by First Contact Resolution (FCR)
    2. Make the interaction easy for the customer (low customer effort); measured by Customer Effort bottom box, service bottom box and agent satisfaction bottom box
    3. Help the customer do more with Microsoft Technology; measured through Revenue and Consumption rates
    4. Assist the regional team with obtaining trends and insights by accurate and complete Service Requests (tickets); measured by case quality audits. Focus on top call drivers with innovative solutions

    Core Deliverables
    -Maintain and improve customer service metrics to measure quality, consistency and reliability e.g. through analysis of customer satisfaction survey results
    -Assess & optimize the processes in place to drive the customer into the heart of all we do and to simplify how we interact with customers. Reduce call handle time and improve online content
    -Strong team player with a customer-centric engagement approach
    The ideal candidate will love solving problems and collaborating with global and regional teams to fix things for our customers

    Core Responsibilities:

    The skills required should cover all aspects of Account & Payment Management, especially focused on assisting with;

    - Managing Subscriptions
    - Managing Payment Options & Instruments
    - Managing Accounts & Profiles
    - Helping Customers Sign-In or Sign-Up
    - Providing Refunds
    - Assisting with purchasing a product
    - Help customers redeem tokens/codes (gift cards and promotional codes)Financials
    -Identify opportunities to automate and eliminate costs or low-value minutes within our customer experience
    -Oversee capacity planning and management and provide inputs for staffing requirements
    -Achieve financial commitments
    -Assess and attain ROI related to best practice implementation
    -Remove barriers to doing the right thing for the customer (reduce escalations)

    Other info

    Note: Given global scope of this role, some travel may be required as needed.

    Please note that your resume will be entered in our database and may be used in further recruitment events. Only suitable candidates will be contacted.