2025-04-08 Lisboa Administrativo, Secretariado, Receção Ref: 155-003179-1
Funções
Key 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.
• 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.
• Mentoring and consultation with team members.
• Documentation of customer issues for further analysis by the business.
• Identifying reoccurring or emerging issues and escalating to the appropriate channels.
• Adhere to strict SLAs.
• Self-prioritize and manage case work.
• Contribute towards the identification, documentation and elimination of root cause.
• Identify opportunities to provide a better customer experience.
• Triage and case assignment as needed.
• Create documentation as necessary (for issues, product defect and how to articles, or general purposes such as process and documentation for the future, etc.).
• Engage escalation path for consultations and exception approvals per process.
• Share knowledge and leverage the ideas of others to help the team grow and develop.
Requisitos
Qualifications:
• 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 to 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.
Oferta
• Contract: Outsourcing with Adecco
• Gross Monthly Salary: 1700€
• Food Allowance: 6,5€ /day.
Porque acreditamos no Talento sem etiquetas, estamos comprometidos com a não discriminação, promovendo a diversidade, a inclusão e a equidade no mercado de trabalho.
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