Response Management Escalation Specialist

# Bachelor's degree required
# 3-5 years customer service experience preferred
# Exceptional verbal and written communication skills
# Highly effective organizational skill
# Demonstrated negotiation & conflict management skills
# Preferred understanding of Microsoft programs and products: product lifecycles, licensing, marketing, partner management and programs and services directed at various customer/partner segmentations
# Proficiency in MS Outlook, Word, Power Point and Excel skills required
# In-depth understanding and respect for a positive team environment and interactions

Key responsibilities for this position are:

# Initiate influence across organizational boundaries to address and deliver resolutions while bringing focus and
accountability to Microsoft products and services across the company;
# Proven successful cross group collaboration skills, demonstrated ability to identify problems, determine root cause, collect data from various sources and determine an acceptable solution/response which meets all Microsoft and the Customer/Partners business needs;
# Analyze the implications of Customer/Partner issues and required solutions across multiple Customer Service areas on behalf of Microsoft Business Groups, Product Groups, and Partners;
# Ensure that all Customer and Partner escalations and complaints are managed to excellent professional standards;
# Demonstrate ownership of Customer/Partner issues and work proactively with Microsoft groups and vendors to address
and resolve issues in a timely manner ;
# Engage with Microsoft Subject Matter Expert#s (SME#s) and ensure responses received are delivered in a #customer-ready# format;
# Identify and report systemic issues causing complaints & escalations, work with business owners to implement changes
that promote and increase positive Customer and Partner experiences;
# Understand current business processes & tools which impact our Customers and Partners and work with the necessary owners internally to resolve any issues, and correct processes to mitigate future escalations;
# Demonstrate in depth knowledge for different segments, for example: Small and Midmarket Solutions and Partners Group (SMSP), Enterprise Partner Group (EPG) and Services;
# Proactively make recommendations to decrease volumes of escalations and complaints by leveraging escalation contacts and processes;
# Effectively handle complex Enterprise and Partner complaints working with local subsidiary, Regional and Corporate teams to deliver positive resolutions. Exercise solid judgment in determining which issues should be escalated to Senior Management;
# Escalate relevant Review Board GetHelp appeals and manage interaction within the GetHelp process

Our offer:
# Dynamic and prestigious work environment
# The best tools and technologies at your fingertips
# Smart and motivated team
# Unique chance for personal development
# Competitive remuneration package


Interested in this opportunity? Please submit your English application at Ejobs or at:
www.microsoft.com/emea/careers

Please note that your resume will be entered in our data base and may be used for further recruitment events.
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For more than 20 years, Microsoft has been operating in Europe, the Middle East and Africa (EMEA), enabling people and businesses throughout the region to realize their potential. The company's 13,000 regional employees engage in a wide range of functions including research, product development and distribution, sales and marketing, customer service and support, and partner support.

We are currently having a job opening as Response Management Escalation Specialist, role that adds value to Microsoft by developing key insights and enabling critical decision-making that helps the field#s business performance. This position acts as Customer and Partner advocate, searching for high quality responses and resolutions to real and perceived issues about Microsoft, its agents, products, services, etc. This role is accountable to address individual Customer and Partner complaints and identify/resolve systemic problems that impact their experience with Microsoft.