Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Responsibilities
The Commercial Escalation team intakes and resolves cases that come to Microsoft outside of the designed support model. We seek to learn from every interaction and advocate for an effortless support experience to bring the voice of the customer into the design of the future. We work across the complete range of Microsoft offerings including software, services and devices.
- Handle customer/partner escalations that come to the team through various internal channels
- Interact with customers, partners or various internal teams with the goal of identifying and resolving issues related to Microsoft technology and services
- Ensure cases are resolved within established guidelines/policies
- Mentor and coach other team members
- Contribute to process improvement initiatives
- Identify reoccurring or emerging issues and escalate to the appropriate channels/teams
These escalations are some of our most challenging and difficult customer issues and will at times require the individual to deal with highly sensitive customers and situations. Relationship Managers are highly motivated people with empathy, passion, integrity, and a knack for investigation & problem solving. Relationship Managers represent Microsoft by providing world class service and displaying our core principles in all their work.
Qualifications
The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes. Hence, we are looking for individuals that have the following skills & competencies:
- Fluency in English, both spoken and written. Any other additional language is a plus.
- Demonstrated experience in a customer service or support role
- Broad understanding of Microsoft products/services
- Microsoft 365 or Microsoft server technologies troubleshooting experience
- Escalation management or critical situations handling experience
- Problem solving and research skills
- Demonstrated competencies in managing various stakeholders, both internal and external
- Empathy and customer-orientation
