Response Manager till Microsoft - MaxKompetens AB Stockholm - Receptionistjobb i Stockholm
Response Manager till Microsoft
MaxKompetens AB Stockholm / Receptionistjobb / Stockholm
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Maxkompetens söker för kunds räkning en Response Manager För Microsofts räkning.

Response Management (RM) allows Microsoft to proactively listen and respond to customer and partner issues. As a key resource for Microsoft employees and partners, RM provides a mechanism to address individual customer issues and identify systemic problems that impact our customers and partners.

Response management (RM) is a global priority for Microsoft and this role has the responsibility to ensure Microsoft is viewed as a world class organisation in listening, responding and learning from customer issues. The role reports to the Customer Service Manager within the EMEA Customer Service and Support (CSS) organisation.

Within this role there are a number of key responsibilities. These are:
* Receive escalations and complaints on all media (phone, email, white mail, fax, web, internal systems e.g. Siebel) and manage through to resolution/satisfaction of the customer.
* Assume responsibility for the resolution of complaints and understands that RM plays a critical role in fostering the image of Microsoft.
* Focus on improving the customer experience by reducing the number of escalations and complaints received and improving internal processes.

Main purpose of role:
1. Delivering and improving the customer experience (customer satisfaction)
2. Resolution of customer escalations and complaints
3. Capture of timely, accurate and clean data
4. Proactively driving down the volume of escalations and customer complaints through continuous improvement.
5. Contribute to achieve key metrics such as service levels and resolution rates.

* Positive, pleasant, respectful and customer focused attitude.
* Clear and concise communication skills, both written and verbal at all levels
* Ability to communicate effectively with business owners.
* Complaint handling and negotiation skills
* Ability to search for solutions / information
* Excellent problem-solving skills
* Ability to promote the Microsoft products and services.
* Ability to build rapport with customers
* Keen interest in Microsoft, the IT industry, software and technology.
* Commitment to self-improvement and education.
* High commitment to business and personal integrity.
* Ability to work individually and as part of a team, openness and honesty in personal interaction.
* Computer literacy skills, including keyboard skills and knowledge of Microsoft software.
* Ability to work at high levels of accuracy in information management and data handling.

Experience required
* A minimum of 2 years relevant customer service experience
* Fluent English
* Aptitude for IT and Technology
* High-school graduation or additional technical certificates
* Microsoft Office utilisation
* Experience of customer service or similar.

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Start 1/5-08 Heltid, tillsvidare

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MaxKompetens AB Stockholm
Floragatan 13
11475 Stockholm
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Floragatan 13


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