Portuguese speaking Customer Relationship Manager

Job Title: Portuguese speaking Customer Relationship Manager
Contract Type: Contract
Location: Reading, Berkshire
Salary: Up to £32000.00 per annum
Start Date: asap
Reference: 72302-ADMIN-KAB_1534517932
Contact Name: Karen Brown
Contact Email:
Job Published: August 17, 2018 15:58

Job Description

I am currently partnering with a Global technology company who are recruiting for a Portuguese speaking Customer Relationship Manager on an 18 month contract.

The Customer Relationship Manager is responsible for handling customer escalations that come to the Advocacy team through channels such as Executive, Legal and Press. Advocacy escalations will require direct customer interaction via phone with the goal of identifying and resolving issues related to consumer products and services, ensuring they are resolved within established guidelines/policies. These escalations are some of our most challenging and difficult customer issues and will at times require the individual to deal with sensitive customers or situations. Customer relationship managers are highly motivated people with empathy, passion, integrity, and a knack for investigation & problem solving! Customer relationship managers represent Microsoft by providing world class service and displaying our core principles in all their work.

·Customer recovery and problem resolution.
·Relationship management
·Documentation of customer issues for further analysis by the business.
·Identifying reoccurring or emerging issues and escalating to the appropriate channels.
·Collaborating with teams such as Legal and Public relations to ensure issues are managed appropriately
·Ensuring strict service levels are adhered to
·Self-prioritise and manage case work.
·Grow to become a Subject Matter Expert in an area of focus.
·Cross training, team operational projects as requested.
·Follows all privacy policies, legal considerations
·Full own the customer relationship through to resolution

Desired Experience
·Customer Service and support experience
·Technical support experience
·Demonstrated business maturity
·Good knowledge in one or more of the following areas
i.Technical Support and trouble shooting
ii.Accounts and billing
iii.Supply chain
·Escalation management & Critical situation handling
·Problem solving and research skills
·Computer/Technical skills
·Organisational skills with attention to detail
·Understanding of Reverse logistics
·ITIL or similar problem management

Personal Attributes/Interpersonal Skills
·Collaborative team player with strong stakeholder management skills;
·Excellent time organisation and close-out discipline;
·Problem solver that can identify both short term mitigation and propose options for longer term resolution
·Strong written and verbal communication skills
·Excellent judgement, decision making skills, and the ability to work under continual deadline pressure
·Ability to manage and work within ambiguity to reach a successful outcome.
·Ability to influence and build relationships in an international environment
·Inquisitive and proactive, actively seeing new problems
·Work remotely on individual issues whilst contributing to the team success

Technical Skills
·Microsoft Windows
·Microsoft Office
·Technical troubleshooting

·Fluent English and Portuguese