Customer Service Representative (M/F) [155-003179-1] Lisboa

Customer Service Representative (M/F) [155-003179-1]
Lisboa
Lisboa, Lisboa, Portugal

Funções:
Key Responsibilities:

Customer recovery and problem resolution, with a focus on customer listening, empathy, and meaningful resolution that inspires customer loyalty.

Drive positive results for customer & partner experience and customer retention

Drive customer recovery across programs, products, services, and customer support scenarios,

Advocate for the best resolution possible for the customer while balancing the client policy and interests through exception management.

Communicating effectively case status and roadblocks to stakeholders

Mentoring and consultation with team members

Documentation of customer issues for further analysis by the business.

Identifying reoccurring or emerging issues and escalating to the appropriate channels

Adhere to strict SLAs

Self-prioritize and manage case work

Contribute towards the identification, documentation and elimination of root cause.

Identify opportunities to provide a better customer experience

Triage and case assignment as needed

Create documentation as necessary (for issues, product defect and how to articles, or general purposes such as process and documentation for the future, etc.)

Engage escalation path for consultations and exception approvals per process

Share knowledge and leverage the ideas of others to help the team grow and develop

Requisitos:
Qualifications:

Passionate about resolving complex problems

Passionate about Microsoft programs/products/services

A service customer advocate at heart; ability to empathize

Effective active listening

Strong organizational skills and the ability to self-direct work to meet deadlines

Confident with their own judgement of a situation and able to articulate the reasoning behind it

Exceptional troubleshooting and problem-solving skills

Ability research issues and documentation, leverage knowledge base, training and consultations to find solutions

knowledge and experience in the Microsoft programs/products/services such as Microsoft Partner program.

Fluent English

Oferta:
• Contract: Outsourcing with Adecco

• Gross Monthly Salary: 1700€

• Food Allowance: 6, 5€ /day