Are you motivated by helping customers and innovating the services provided? Do you enjoy creating teams and building a culture of excellence centered around customer service?  Is the idea of building and running a center of excellence for customer service to raise the bar for other teams energizing to you?

We are looking for exceptional Customer Support Advisors to support our customers with key business issues. Knowledge and expertise in customer service, strong communication skills, technical knowledge in a billing/banking environment and a hands-on approach is critical to success as well as an appetite to drive change in a fast-moving organization.

Success will be measured by a significant uplift in customer satisfaction and a reduction in customer effort through process improvement. Also critical is creating the right customer focused culture from day one.


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)

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
  • 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 Bachelor’s degree or experience commensurate with job expectations for this leadership position is required.
  • Fluency in English

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.