上海招聘

Job Category: Customer Service & Support

Location: China, Shanghai

Job ID: 793169

Division: Services & Support

Description:

Lead APGC Customer Service teams to deliver Segment specific offerings to meet Microsoft’s customer and partner’s needs while achieving high customer satisfaction rate.

Manage APGC CS support strategy consistent with worldwide customer service direction and meeting local needs.

Manage APGC CSS support Readiness, Responsiveness, Resolution

Be responsible for CS Service P&L

Collaborate with Global, Regional and Local Internal Client and Partner organizations to support Microsoft and Customer Service and Support Vision.

Key Responsibilities:

- Lead both Service Delivery and Enabling Ecosystem elements of the Regional Customer Service organization which provides inbound service to customers contacting Microsoft regarding Sales and Marketing, Technical Support, Programs, and Product Activation related inquiries.

- Contribute to the global strategic direction of the customer service organization, ensuring that regional inferences are accounted for while instilling the appropriate level of global consistency for the experience of our customers.

- Based on global strategic direction develop and implement local plans to build a strong customer service team to ensure the customer’s Microsoft customer and partner experiences are delivered in an effective and stable manner.

- Manage monthly, and quarterly review process on Operational and Strategic commitments and execute against corrective action cycles as required.

- Lead development of annual budgeting process and ongoing forecasting and financial accountability for CS overall P&L and maintain CS cost in a reasonable status.

- Provide guidance, mentoring and development for employees across the regional customer service organization. Develop collaboration and diverse perspectives and resolve cross-team issues.

- Establish and further building relationships with key stakeholders to identify opportunities for customer service to provide increased value and range of services for internal clients and their customers.

Key Characteristics & Qualifications:

- BS graduate in computer science or related field

- At least 10 years experience in customer service and or technical support business related unit

- At least 5 years service and or operation staff management experience

- Good communication skill and customer service experience preferred

- Good project management skill preferred

- Strong process/analysis capability

- Good knowledge in Microsoft products preferred

Microsoft is an equal opportunity employer and supports workforce diversity.

Global

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。