Customer Service Representative (M/F) [155-002745-1]

Descrição da oferta

We are looking for Customer Service Representative (M/F)

Job Description


Support Escalation Manager (Customer Advocate) investigates and resolves customer escalations that are escalated outside of the designed support model. Support Escalation Managers have a proven ability to handle some of the most challenging and sensitive customer situations by leveraging their strong communication skills and customer empathy.

Role Responsibilities:

• Customer recovery and problem resolution, with a focus on customer listening, empathy, and meaningful resolution that inspires customer loyalty. Drive positive results for customer & partner experience and customer retention
• Drive customer recovery across programs, products, services, and customer support scenarios, Specialization may occur based on expertise and business need.
• Advocate for the best resolution possible for the customer while balancing the Client policy and interests through exception management.
• Communicating effectively case status and roadblocks to stakeholders.
o Mentoring and consultation with team members
o Documentation of customer issues for further analysis by the business.
o Identifying reoccurring or emerging issues and escalating to the appropriate channels
o Adhere to strict SLAs
o Self-prioritize and manage case work
o Contribute towards the identification, documentation and elimination of root cause.
o Identify opportunities to provide a better customer experience
o Triage and case assignment as needed
o Create documentation as necessary (for issues, product defect and how to articles, or general purposes such as process and documentation for the future, etc.)
o Engage escalation path for consultations and exception approvals per process
o Share knowledge and leverage the ideas of others to help the team grow and develop
o Other duties as assigned

Key Skills and personal attributes:

Strong Communications skills, ability working with the different stake holders, adaptability
• Passionate about resolving complex problems
• Passionate about Microsoft programs/products/services
• A service customer advocate at heart; ability to empathize
• Effective active listening
• Strong organizational skills and the ability to self-direct work to meet deadlines
• Confident with their own judgement of a situation and able to articulate the reasoning behind it
• Exceptional troubleshooting and problem-solving skills
• Ability research issues and documentation, leverage knowledge base, training and consultations to find solutions
• knowledge and experience in the Microsoft programs/products/services such as Microsoft Partner program.
Fluent English

Conditions:

VB: 1651€
SA: 6,50€

• Location: Lisbon, 100% remote
• Required start date: 15/08/2024
• Required end date: 30/06/2025 (Potential to extend contract depending on budget & performance)
• Work schedule: 40 hours per week 8am till 5pm

If you are interested at this position, send your application!