大连招聘

    General description of the position

Working on behalf of our client, the Recovery is a back-office position including communication with MS afiliets.  It is expected from him/her to provide case management service based on internal procedures and quality metrics. He/She investigates and resolves customer escalations that are escalated outside of the designed support model and for the right end-to-end management of the service requests assigned to him/her.

Duties and responsibilities         

• Accept, prioritize, analyze and close all assigned to him/her client’s requests with the needed quality within the expected deadlines.
• Communicate with the client over e-mail and phone and Prioritize resolution of Executive, Legal and Press cases to minimize risk to Microsoft.
• Advocate for the best resolution possible for the customer while balancing Microsoft policy and interests through exception management.
• Ensure complete and detailed track of each update related to the case handling, including all communication, by documenting all steps in the troubleshooting and resolution of the incident. 
• Follow the best practices in the ticket management processes and apply process changes accordingly.
• Collaborate with other team members to provide high quality support and quick resolution of the client’s requests.
• Provide concrete and reliable information to the clients, in compliance with the respected procedures.
• To use professional business language when communicating verbally or in written with the customers. Any usage of slang, argot, offensive or informal language is considered to be inappropriate and may lead to disciplinary sanctions
• Meet all personal targets and try to overachieve the metrics on a daily and monthly basis.
• Comply with and execute appropriately all specific tasks related to the position  or ad hoc tasks
• Send all data and reports requested by his/her direct Manager
• Present a positive, effective and flexible contribution to achieving team targets and objectives by sharing best practices.
• Protect confidential and sensitive (incl. protected) information and materials
• Ensure constant self-development by using each moment and way to improve in the day to day work, following web based trainings, personal experience and any other available tools
• Adhere to all internal and client’s Policies and Procedures
• Proactively check for updates of procedures and give feedback to his/her direct Manager
• In case of necessity, serve as a back-up of a colleague by taking additional cases and updating the status of the client’s requests.
• Attend Face to Face meetings with his/her direct Manager
• Participate actively in team meetings
• Seek for the continuous improvement of the provided service’s quality.
• Operate under close supervision of his direct Manager and Technical Lead.
• Make a correct use of his/her office phones only for work related needs - contact with the client and/or communication with all parties involved in the case’s resolution.
• Be part of the Queue Monitoring when requested and ensure accomplishment of the service level agreements.
• Strictly follow his/her working schedule and be available on his/her workplace from the beginning till the end of his shift.
• Execute any additional task requested by the direct Manager.

Skills and competencies

• Customer oriented, motivated to take charge of both customer engagement and organizing the resolution effort.
• High customer service skills -  attitude on both email and telephone, verbal and written skills.
• Excellent time management and collaborative skills.
• Good written and oral knowledge of English and/or another language, depending on the profile
• Confident with their own judgement of a situation and able to articulate the reasoning behind it.
• Passionate about resolving complex problems and proactiveness to see them resolved.
• Knowledge for various hardware, software and Microsoft® operating systems.
• Self-management and self-control
• Team player

  Education and Experience

• PC experience – comfortable working with Windows operating systems and Microsoft Office Suite
• Technical experience is an advantage but it is not required

Previous customer service experience is desirable

TEK Experts partners with leading IT & Telecommunications organizations to help them expand their operations, while maintaining high levels of both technical expertise and customer service.

TEK Experts provides nearshore solutions for outsourcing and staff augmentation of software services.

Please visit company website **************************