Customer Service Representative (M/F) [155-003176-1] Lisboa

Customer Service Representative (M/F) [155-003176-1]
Lisboa
Lisboa, Lisboa, Portugal

Funções:
Key Responsibilities:

• The Duty Manager is responsible for a timely review and assignment of all incoming escalations within the teams’ queues. As part of the core role, the Duty Manager will ensure that:

• All escalations are assessed for urgency, scope and technical or political impact within SLA: strategic customers, security or data breach related escalations, engineering requests or special programs

• Out of scope or internal transfers are directed to the relevant teams

• In scope escalations are assigned to the delivery partners’ queues or internally within the Microsoft escalation team according to specialization, availability, and seniority level.

• Incoming escalation requests from the frontlines, transfer requests from other time zones or teams are addressed in a timely manner

In addition, the Duty Manager will:

• Keep close connection to the internal and external teams – ranging from support delivery and engineering to field submitters and management stakeholders – for all escalations that require a white glove service.

• Monitor the regional team’s internal escalation distribution lists for addressing escalation submitter or stakeholders’ inquiries.

• Host the daily team triage.

• Participate in landing new process, tools, or scope expansion as an active member of a virtual incubation team.

• Will own and address a limited amount of escalations to keep skills and abilities relevant.

Requisitos:
Qualifications and Experience:

• Internal and external relationship management.

• Documentation of internal opportunities for further analysis by the business.

• Collaborating with teams such as Legal and Public relations to ensure issues are managed appropriately.

• Ensuring strict service levels are adhered to.

• Self-prioritize and manage case work.

• Cross training and team operational projects.

• Follows all privacy policies, legal considerations

• Customer Service and support experience or a similar dispatcher or duty manager role.

• Demonstrated business maturity.

• Problem solving and research skills.

• Computer/Technical skills.

• Collaborative team player with strong stakeholder management skills.

• Excellent time organization and close-out discipline.

• Attention to detail

• Strong written and verbal communication skills.

• Excellent judgment, 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.

• Work remotely on individual issues whilst contributing to the team success.

Oferta:
• Contract: Outsourcing with Adecco

• Gross Monthly Salary: 1500€

• Food Allowance: 6, 5€ /day