大连招聘

职位描述：
Mission of this role:
 
Establish a global team of Microsoft Azure specialist, including leading talent and home grown professionals. Take active part developing relevant service lines, while setting the criteria for recruitments, training and enablement of the team. Create a culture of providing an exceptional level of customer service by setting measureable standards of excellence across all branches and activities.

Develop customer service strategy, procedure, policies and standards. Establish new lines of service based on customer’s requests and expectations, implementing state of art processes and customer service approach
Hire, train, coach, and hold accountable all staff and team leaders based on the job performance standards including L0 to experts technical support team members.
Develop KPI’s to measure ongoing customer satisfaction and the customer experience including on time delivery by utilizing all potential channels of communication – phone, chat, mail, surveys, and other tools.
Create and maintain a culture of continuous improvement by creating a training program for new employees and facilitating ongoing training in all key areas
Maintain in-depth working knowledge of all Microsoft Azure related systems and processes. Identify, recommend and implement procedures that will enhance the customer experience and that are pertinent to an efficient operation.
Expedite and prioritize daily customer issues, emergencies and special requests. Acting as a trusted “Go To” for support and customer service when things need to get done, and assist in resolving issues. Provide recommendations and implement solutions to minimize reoccurring issues.
Serve as a single point of contact for customer’s project manager, provide ongoing reports and manage periodic meetings
 

Qualifications:
 
Minimum of 7+ years overall customer service experience with 3+ years in customer leadership management.
Proven experience and practice of Microsoft Azure platforms
Bachelor’s Degree required - Business Administration degree or related field
Strong leadership abilities to inspire, coach, and hold employees accountable to accomplish strategic goals and related tasks.
A proven track record in recruiting, hiring, training, and motivating employees and managing employee performance.
Excellent oral, written, and presentation skills.
Ability to analyze and leverage key systems to improve productivity, improve customer satisfaction and reduce costs.
Proven experience with IT services, BPO is an advantage
Ability to travel abroad (up to 30%) 举报 分享

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.

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