重庆招聘

Job Category: Customer Service & Support
Location: China, Shanghai
Job ID: 803250
Product: (Not Product Specific)
Division: Services & Support

Job Description

Online Service & Support (OSS) is part of the Customer Service and Support (CSS) organization within Microsoft Service that focuses on Microsoft online services “Cloud” (BPOS, Office 365, Live@Edu etc.) support across the Asia Pacific and Greater China Region, where Office 365 is one of the fastest growing services offering of Microsoft. As of 1st July, there are 10 countries with Office 365 rolled out in the market (with more to come), and in some of the markets, Microsoft has established a multi-channel model as we expand our market coverage. Customer And Partner Relations (CPR) team is the team that supports customers billing, subscription, presales, post-sales issues for the cloud business, and is a key contributor in improving the service quality. APGC CPR team now supports 6 languages for APGC market, and is a team that constantly deliveries great customer & partner experience. As a team lead for CPR team, you’re right within a fast-paced work environment with a first-hand view on how cloud services are evolving in the high growth Asia market, and you’ll be interacting with internal stakeholders such as Asia operational team, technical support team, where you look at how best to leverage the available resources and leverage to make support an influential and critical role in Microsoft cloud strategy success. Hence, if you think you are someone with high energy, versatile and have a keen sense of curiosity in knowing what’s next? This could be the right role for you - where you can stretch your capability and make good business impact, while engaging with cutting edge technology & services.

Key Responsibilities

- Drive delivery excellence
o Customer satisfaction and retention; customer issue response and resolution, and delivery of high-quality customer/partner experiences; and customer expectation management
o Managing service readiness of self and team through training, analysis of support trends, and information and intellectual-capital management
o Influencing a variety of support stakeholders through expertise, inclusion, and commitment to quality of the customer experience
o Engaging in and managing support processes to achieve a high level of efficiency and effectiveness

- Engage and manage business partners/stakeholders’ Expectation
o Engaging with business partners and stakeholders to strengthen the customer support life cycle to ensure consistent great customer experience
o Orchestrate stakeholders engagement efforts for CPR team for ongoing partnership
o Set up rhythm and proactively sync-up with stakeholders within and external of APGC CSS
o Define impact, success measure and scorecard for each engagement efforts

- Program Management
o Identify/manages projects pertain to CPR operations and strategies
o Manages proactive call out for customer retention projects and deliveries
o Manages fast track resolution for customer top issues & top call drivers related with billing, subscription, pre-sales, and post-sales inquiries.

Competencies
- Strong delivery excellence mindset
- Strong communication, presentation & interpersonal skills
- Project management skills and be organized, process focused and end results focus
This job may require travel to vendor sites or international travel to headquarters

Qualification
- A Degree in business, engineering or computer science or relevant experience; MBA preferred
- 5+ years of direct customer contact program experience such as product support, sales, customer service or partner programs
- 3+ years working with outsourced call centers in a similar role as described above or related capacity (other than directly work for that outsources call center).
- 5 years+ Experience of program management, the ability to plan the lifecycle / roadmap of program is preferred; PMP / Six Sigma certification is a plus
- System and Process analysis and improvement experience required
- Excellent English for verbal and written communication is required, Mandarin speaking is preferred
- Candidates must have strong customer service, accurate and logical problem solving, and communication skills, and the ability to work in a team environment.
Microsoft is an equal opportunity employer and supports workforce diversity.

微软亚太区全球技术支持中心为个人用户、开发者、it专业人员到合作伙伴和企业级用户提供全方位、多元化的服务和技术支持。我们为微软所有上百个包括提供给企业级用户和个人用户的微软产品提供服务和技术支持。我们业务范围覆盖大中华区、亚太区、日本、美国、欧洲、中东、非洲；支持英语、普通话，粤语，泰语，韩语，北印度语 ，越南语，印度尼西亚语/马来语，塔加拉语等十种语言服务。通过直接与客户及合作伙伴联系，我们已经成为微软客户及合作伙伴体验（customer partner experience，cpe）的核心推动者，不断提升客户满意度。我们通过包括电话和在线等方式获得全球客户及合作伙伴的反馈，以此来不断完善策略、优化流程。
微软亚太区全球技术支持中心是一个于2007年8月新组建的组织,由前微软大中华区和亚太区全球技术支持中心合并共同组成。1997年11月，微软投资在上海设立微软大中华地区技术支持中心，（微软大中华区全球技术支持中心前身）这是全球500强企业在中国设立的***个全球中心。2001年10月该中心再度被提升为为微软全球技术中心，开始服务于全球的企业用户、合作伙伴和个人用户。2005年6月，增加投资在客户服务部门，客户服务部门正式加入全球技术支持中心。2007年年底，全球技术支持中心迎来了在中国的十周年庆典，并在2009年2月荣获赛迪集团颁发的“2008-2009中国技术支持服务年度成功企业”奖 。2010年3月，组织荣获赛迪集团颁发的“辉煌十年，卓越企业”奖。2010年2月至6月，参与亚太顾客服务协会的杰出顾客关系服务奖的评选，一举获得“***全球支持服务”和“***顾客满意质量体系”两项殊荣。
中心于2010年7月创建云计算技术支持与服务的专门团队，向分布于亚太各国家和地区的微软云计算服务用户提供领先于业界的高质量的技术支持和服务。2011年8月，赛迪集团为嘉奖中心在云计算技术支持及中小企业服务领域的突出成就，授予“2011年云服务创新典范企业奖”和“2011年中国中小企业服务绩效典范奖”。
作为微软全球四大技术支持中心之一，微软亚太区全球技术支持中心拥有来自21个不同的国家和地区的员工超过900人，分布在亚洲的14个城市中。