Customer Service Representative (Manager) Or (Lead)
Remote
12 months/Contract
Client: MS
Job Responsibilities:
Responsibilities of a Critical Situation (CritSit) Manager:
This role’s purpose is to:
- Address high priority customer escalation needs for critical and high-visibility problems impacting Microsoft’s strategic Premier customers and Partners.
- Participate in 24x7 coverage schedule providing timely, reliable and high-quality response to complex customer escalations.
- Provide mentor assistance to Premier and CSS Delivery regarding the CritSit process when required to ensure successful execution.
- Interface with various departments and groups within Microsoft to drive resolution, up to the executive level as necessary.
Positively impact customer satisfaction by:
- Managing Premier Customers’ and Partners’ Critical Situation incidents to ensure that the CritSit process is being followed and any need of escalation is addressed.
- Delivery of a high-quality customer and partner experience through timely and effective response to internal and external customer needs; owning active Critical Situations.
- Delivering a high-quality customer and partner experience through timely and effective resolution of customer’s issues in the quickest way possible.
- Expanding internal visibility of Premier Customers’ Critical Situations by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners.
- Identifying systemic issues and flagging process breakdowns during the execution of the CritSit Process.
- Stepping up to take on challenges by acting as Crisis Manager in catastrophic outage situations.
- Pursuing proactive actions to help prevent future issues.
- Leading projects and work groups to improve process and tools.
- Establishing / Maintain Relationships
- Collaborating effectively with the customer and internal groups to solve customer issues and improve business processes in the quickest way possible.
- Actively participating on project initiatives owned by CMET
- Providing CritSit reporting to allow businesses to make better decisions.
Job Type: Contract
Salary: $20.00 - $25.00 per hour
Schedule:
- 8 hour shift
Work Location: Remote
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