Marketplace Escalation Manager(职位编号：799586)
微软销售市场和服务集团 （SMSG）
- 公司规模：1000-5000人
- 公司性质：外资(欧美)
- 公司行业：计算机软件
职位信息
- 发布日期：2012-08-23
- 工作地点：上海
- 招聘人数：1
- 工作经验：三年以上
- 学历要求：本科
- 职位类别：客服经理(非技术)
职位描述
Job Category: Customer Service & Support
Location: China, Shanghai
Job ID: 799586
Division: Services & Support
The Global Marketplace Support team builds and delivers against an aggressive set of commitments to develop and implement the Microsoft support experience plan for Windows Store and future in-product marketplaces. This team resides within Consumer Software and Services Support (CS3) which delivers technical support via online, community and assisted support (email, chat and phone) for consumers around the world for Windows, Office and Windows Live.
This role will be a part of a team chartered with building and delivering against an aggressive set of commitments to develop, implement and manage the end to end Microsoft Marketplace support experience.
This position will own non-technical support escalation for developers and consumers of applications created for future versions of Microsoft products. This position includes supervising and enhancing the performance of a non-tech Marketplace escalation team, including the areas of customer satisfaction, timeliness of support delivery and managing critical, and high impact issues.
The Escalation Manager will monitor and enhance the performance of the team in the areas of productivity, customer satisfaction and employee satisfaction, as well as enhance the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills, and product support capabilities.
This position will also help to lead the regional implementation of cross-marketplace standards of operation that streamline and secures cross marketplace functions including developer marketplace support, billing account management and other cross marketplace support services.
Responsibilities
- Manage critical and high impact escalated problems for customers and developers of non-technical Marketplace scenarios; Manage issues in such a manner as to ensure no breakdowns in the communication or scope of the issue; communicate with customers and executive management regarding escalated issues acting as highest level of escalation management within Customer Service and Support.
- Conduct interviews with candidates to meet staffing requirements. Will lead, schedule, and coordinate daily work, meetings, and projects relevant to the team; address daily issues that affect support at the team level. Perform other team management activities such as arranging for equipment and supplies, identification and facilitation of necessary training, and preparation of monthly reports.
- Will lead and interact with a virtual team - especially within Customer Service and Support (CSS) in the US and internationally including and a broad virtual team spanning business, engineering, operations, IT, and tools. Effectively partner with the regional and global business group(s), CSS global marketplace support group, as well as commerce platform team
- Prepare team readiness plans and ensure support readiness to help ensure overall product readiness across the various product lifecycle phases.
- Accountable to coach and motivate a moderate sized team and work across a broad virtual team.
- Drive service and product improvement activities with escalation team to increase customer satisfaction while managing costs efficiently.
- Build and execute in region the standards of operation that streamline and secures cross marketplace functions including developer marketplace support, billing account management and other cross marketplace support services.
- Leverage industry and cross-company best practices to optimize the experience while implementing significant security enhancements to protect both company and customer intellectual property
Qualifications
Ability to:
- Lead through ambiguity
- Deliver results in fast paced and ambiguous environment
- Ability to manage effectively - coach, mentor, grow.
- Communicate with confidence both written and oral at Executive level
- Exceptional cross-group collaboration skills
- Demonstrated organizational agility
- Be decisive, swift yet accurate
- Have impact and influence
- Extract relevant knowledge for key decisions from disparate data
Knowledge of:
- Customer satisfaction indicators and influencers
- Sales, Commerce
- Customer Support + Billing Support
- OS troubleshooting
- Documentation experience
- Technical team engagement
- Technical support industry
- Experience with direct customer / developer support
- Large scale projects
- Global perspective
- Experience with diverse labor sourcing
The ideal candidate will have a four year degree or equivalent and experience managing an escalation team. Demonstrated leadership skills are required. Candidate should also have excellent customer service skills, good oral and written communication skills, proven ability to handle difficult and sensitive situations involving the most critical and politically charged.
This description has been designed to indicate the general nature and minimum level of work performed by employees within this position. The actual duties, responsibilities, and qualifications may vary based on assignment.
Microsoft is an equal opportunity employer and supports workforce diversity.
GCR:CN:Sales:EN
Location: China, Shanghai
Job ID: 799586
Division: Services & Support
The Global Marketplace Support team builds and delivers against an aggressive set of commitments to develop and implement the Microsoft support experience plan for Windows Store and future in-product marketplaces. This team resides within Consumer Software and Services Support (CS3) which delivers technical support via online, community and assisted support (email, chat and phone) for consumers around the world for Windows, Office and Windows Live.
This role will be a part of a team chartered with building and delivering against an aggressive set of commitments to develop, implement and manage the end to end Microsoft Marketplace support experience.
This position will own non-technical support escalation for developers and consumers of applications created for future versions of Microsoft products. This position includes supervising and enhancing the performance of a non-tech Marketplace escalation team, including the areas of customer satisfaction, timeliness of support delivery and managing critical, and high impact issues.
The Escalation Manager will monitor and enhance the performance of the team in the areas of productivity, customer satisfaction and employee satisfaction, as well as enhance the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills, and product support capabilities.
This position will also help to lead the regional implementation of cross-marketplace standards of operation that streamline and secures cross marketplace functions including developer marketplace support, billing account management and other cross marketplace support services.
Responsibilities
- Manage critical and high impact escalated problems for customers and developers of non-technical Marketplace scenarios; Manage issues in such a manner as to ensure no breakdowns in the communication or scope of the issue; communicate with customers and executive management regarding escalated issues acting as highest level of escalation management within Customer Service and Support.
- Conduct interviews with candidates to meet staffing requirements. Will lead, schedule, and coordinate daily work, meetings, and projects relevant to the team; address daily issues that affect support at the team level. Perform other team management activities such as arranging for equipment and supplies, identification and facilitation of necessary training, and preparation of monthly reports.
- Will lead and interact with a virtual team - especially within Customer Service and Support (CSS) in the US and internationally including and a broad virtual team spanning business, engineering, operations, IT, and tools. Effectively partner with the regional and global business group(s), CSS global marketplace support group, as well as commerce platform team
- Prepare team readiness plans and ensure support readiness to help ensure overall product readiness across the various product lifecycle phases.
- Accountable to coach and motivate a moderate sized team and work across a broad virtual team.
- Drive service and product improvement activities with escalation team to increase customer satisfaction while managing costs efficiently.
- Build and execute in region the standards of operation that streamline and secures cross marketplace functions including developer marketplace support, billing account management and other cross marketplace support services.
- Leverage industry and cross-company best practices to optimize the experience while implementing significant security enhancements to protect both company and customer intellectual property
Qualifications
Ability to:
- Lead through ambiguity
- Deliver results in fast paced and ambiguous environment
- Ability to manage effectively - coach, mentor, grow.
- Communicate with confidence both written and oral at Executive level
- Exceptional cross-group collaboration skills
- Demonstrated organizational agility
- Be decisive, swift yet accurate
- Have impact and influence
- Extract relevant knowledge for key decisions from disparate data
Knowledge of:
- Customer satisfaction indicators and influencers
- Sales, Commerce
- Customer Support + Billing Support
- OS troubleshooting
- Documentation experience
- Technical team engagement
- Technical support industry
- Experience with direct customer / developer support
- Large scale projects
- Global perspective
- Experience with diverse labor sourcing
The ideal candidate will have a four year degree or equivalent and experience managing an escalation team. Demonstrated leadership skills are required. Candidate should also have excellent customer service skills, good oral and written communication skills, proven ability to handle difficult and sensitive situations involving the most critical and politically charged.
This description has been designed to indicate the general nature and minimum level of work performed by employees within this position. The actual duties, responsibilities, and qualifications may vary based on assignment.
Microsoft is an equal opportunity employer and supports workforce diversity.
GCR:CN:Sales:EN
公司介绍
微软本着与合作伙伴共同成长、共同发展的宗旨深入开拓中国本地市场。作为一家软件平台厂商，微软通过合作伙伴业务模式，努力促进信息技术产业生态系统的建设。我们通过合作伙伴把微软的产品和服务送到用户手中，通过合作伙伴基于微软的平台开发丰富的、最适合中国市场的应用产品和解决方案来满足用户的需求。
微软与政府有关部门及其他机构合作，积极推动缩小数字鸿沟，以帮助各层次、各地区的人们实现自己的最大潜能。多年来，无论是开展“携手助学”支持农村和边远地区教育、推进“农村信息化”建设让农民通过信息技术脱贫致富，还是实施“潜力无限”项目，合作成立社区学习中心，扶助弱势人群，都体现了我们致力于成为优秀企业公民的不懈努力。
微软通过开发众多的软件产品和服务并提供相应的生产、授权和支持，向用户传递商业价值。目前，微软在中国业务涉及Windows客户端、服务器平台和开发工具、信息工作者产品、微软商务管理解决方案、移动及嵌入式设备、MSN和家庭消费及娱乐产品等七个方面。
欢迎浏览公司网站：http://www.microsoft.com/china
微软与政府有关部门及其他机构合作，积极推动缩小数字鸿沟，以帮助各层次、各地区的人们实现自己的最大潜能。多年来，无论是开展“携手助学”支持农村和边远地区教育、推进“农村信息化”建设让农民通过信息技术脱贫致富，还是实施“潜力无限”项目，合作成立社区学习中心，扶助弱势人群，都体现了我们致力于成为优秀企业公民的不懈努力。
微软通过开发众多的软件产品和服务并提供相应的生产、授权和支持，向用户传递商业价值。目前，微软在中国业务涉及Windows客户端、服务器平台和开发工具、信息工作者产品、微软商务管理解决方案、移动及嵌入式设备、MSN和家庭消费及娱乐产品等七个方面。
欢迎浏览公司网站：http://www.microsoft.com/china