Mandarin speaking critical situation Manager
|Job Title:||Mandarin speaking critical situation Manager|
|Salary:||Up to £35000.00 per annum + £6,000 shift allowance|
|Contact Name:||Karen Brown|
|Job Published:||January 28, 2019 15:12|
This role is working from Tuesday to Saturday, there will be the requirement to be flexible and cover where applicable. Given the nature of the business, this position requires a degree of flexibility to allow for shift coverage swaps ensuring there is coverage every day.
* 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.
·Deliver a high-quality customer and partner experience through timely and effective Resolution of customer's issues in the quickest way possible.
·Expand internal visibility of Premier Customers' Critical Situations by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners during afterhours.
·Identifying systemic issues and flagging process breakdown during the execution of the CritSit Process the CritSit System.
·Strong (fluent) business level written and verbal communication skills English and Mandarin
·3-5 years of working experience in a customer oriented job position.
·Ability to work weekend and public holidays is required.
·Passion and interest in enhancing the customer experiences and experience in direct customer interaction.
·Candidate must be customer oriented and have strong negotiation and problem solving skills.
·Excellent interpersonal, written and verbal communication skills; This position requires the ability to use assertive, positive and effective communications skills (written and oral) to, work effectively across multiple management levels up the executive level as necessary.
·Exceptional organisational skills to manage effective escalation within different Microsoft departments.
·Candidate must have the ability to effectively influence and lead actions across the group and organisation (cross-group collaboration skills).
·Candidate must be action oriented, demonstrate ability to drive issues to resolution on behalf of the customers.
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