Detalhes da oferta
We are looking for Customer Service Representative (M/F)
Job Description
Support Escalation Manager (Customer Advocate) investigates and resolves customer escalations that are escalated outside of the designed support model. Support Escalation Managers have a proven ability to handle some of the most challenging and sensitive customer situations by leveraging their strong communication skills and customer empathy. Role Responsibilities:
• Customer recovery and problem resolution, with a focus on customer listening, empathy, and meaningful resolution that inspires customer loyalty. Drive positive results for customer & partner experience and customer retention • Drive customer recovery across programs, products, services, and customer support scenarios, Specialization may occur based on expertise and business need. • Advocate for the best resolution possible for the customer while balancing the Client policy and interests through exception management. • Communicating effectively case status and roadblocks to stakeholders. o Mentoring and consultation with team members o Documentation of customer issues for further analysis by the business. o Identifying reoccurring or emerging issues and escalating to the appropriate channels o Adhere to strict SLAs o Self-prioritize and manage case work o Contribute towards the identification, documentation and elimination of root cause. o Identify opportunities to provide a better customer experience o Triage and case assignment as needed o Create documentation as necessary (for issues, product defect and how to articles, or general purposes such as process and documentation for the future, etc.) o Engage escalation path for consultations and exception approvals per process o Share knowledge and leverage the ideas of others to help the team grow and develop o Other duties as assigned Key Skills and personal attributes:
Strong Communications skills, ability working with the different stake holders, adaptability • Passionate about resolving complex problems • Passionate about Microsoft programs/products/services • A service customer advocate at heart; ability to empathize • Effective active listening • Strong organizational skills and the ability to self-direct work to meet deadlines • Confident with their own judgement of a situation and able to articulate the reasoning behind it • Exceptional troubleshooting and problem-solving skills • Ability research issues and documentation, leverage knowledge base, training and consultations to find solutions • knowledge and experience in the Microsoft programs/products/services such as Microsoft Partner program. Fluent English
Conditions:
VB: 1651€
SA: 6,50€
• Location: Lisbon, 100% remote • Required start date: 15/08/2024 • Required end date: 30/06/2025 (Potential to extend contract depending on budget & performance) • Work schedule: 40 hours per week 8am till 5pm
If you are interested at this position, send your application!
| Distrito | Lisboa | ||||||||
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| Local | Lisboa | ||||||||
| Sector de actividade | Comércio, Vendas e Serviços | ||||||||
| Tipo de contrato | Full-time | ||||||||
| Tipo de oferta | Emprego | ||||||||
| Contactos |
Adecco Recursos Humanos, E.T.T., Lda.
Edifício Mar Vermelho Av. D. João II, Lote 1.06.2.5 B, 9.º Piso, Parque das Nações 1990-095 Lisboa Portugal
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