Mandarin Speaking Customer Service Role

Job Title: Mandarin Speaking Customer Service Role
Contract Type: Contract
Location: Reading, Berkshire
Salary: Up to £41000.00 per annum
Start Date: asap
Reference: 70608-ADMIN-KAB_1511543996
Contact Name: Karen Brown
Contact Email:
Job Published: November 24, 2017 17:19

Job Description

Job Profile

Group and Job Purpose

The Critical Situation Management Execution Team (CMET) is part of the Customer Support and Service (CSS) Organization.

The CMET team owns the overall CritSit Process. The team works across Services, EPG and Business groups ensuring all the parts are compliant with the process and ensuring a high quality customer and partner experience when facing a CritSit.

CritSits are business critical situations escalated by Microsoft's highest priority Premier customer segment. Premier customers include government, military, and fortune 500 companies.

The CritSit Manager role is part of the CMET Execution Team and will assist with managing CritSit situations across all technologies. Their primary focus is to meet customer needs by effectively managing internal and external resources and communication across all the parties involved on a CritSit.

The global execution team (EMEA, Americas and APAC regions) provide 24x7, 365 days a year coverage for Premier by managing our Enterprise and Partner clients' most severe business impact issues, identifying internal failings and driving positive change.

The standard working hours for this role are Tuesday to Saturday 8am to 4pm / 9am to 5pm depending in time of year. 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. If a Sunday or Monday is worked then a recovery lieu day is given.

There is a requirement for written and verbal communication in Mandarin and English, the successful candidate will need to be fluent in both.

This role's purpose is to:

-Address high priority customer's escalations needs, for critical and high-visibility problems impacting Microsoft's strategic Premier customers (Critical Situations) and Partners.
-Participate in 24x7 Coverage schedule providing timely, reliable and high-quality response to complex customer escalations.
-Interface with various departments within the Customer and Partner to drive resolution, up to the executive level as necessary.
-Interface with various groups to drive resolution, up to the executive level as necessary.