Customer Service Representative [United States]

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Customer Service Representative

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

Shift:

• Rotating shift

Weekly day range:

• Monday to Friday

Work setting:

• Remote
• Temporarily remote

Work Location: Remote

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