Location: Nigeria - Non Location Specific, NG
Job ID: 800738-85173
Division: (Not Division Specific)
This role will have WECA countries’ coverage. The Advocacy Specialist (AS) role offers an opportunity to build incremental value for our customers and partners to increase their confidence and loyalty to Microsoft. The Advocacy Specialist role will focus groups of issues and/or groups of specific customers and will be able to upsell the overall //GetHelp experience. The Senior Advocacy Specialist position is focused on researching and managing complex, mission critical customer & partner issues with a focus on developing relationships with internal field roles - AM, PAM, TAM,…).
This position is responsible for
GetHelp - Escalation and Issue resolution
Drive GetHelp, the Review Board Cases and Issue Management for CSS
Execution of the Customer & Partner Advocacy (CPA) Strategy
Engagement with Global Customer & Partner Advocacy Leadership Team (GCALT) and Implementation of globally agreed Customer Advocacy initiatives
Proactive Issue prevention Strategy and CPA delivery Model for EMEA
Key Accountabilities
Act as the senior escalation point for Issues within CSS.
Drive and manage critical & high impact appeals (Review Board)
Operate Review Board cases and drive systemic Issue resolution in EMEA and Global
Position Requires these abilities:
1) Understand current business processes & tools which impact our customers. Demonstrate In depth knowledge for different top segments such as SMSP, EPG and Services
2) Proven successful cross group collaboration skills & work with the necessary owners internally to resolve any issues, and fix processes, demonstrated ability to identify problems, determine root cause, collect data from various sources and determine an acceptable solution which meets all Microsoft and the Customer/Partners business needs. Takes a structured and systematic approach to investigating and solving problems - Must demonstrate problem-solving abilities, particularly when confronted with time-sensitive issues that require collaborative evaluation & resolution across team boundaries.
3) Systematically and simultaneously 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
4) Identify systemic issues and work with corporate business owners to implement changes that promote and increase positive customer and partner satisfaction and use this data to identify trends and key issues
5) Proactively make recommendations to decrease volumes of escalations and complaints.
6) Share information and knowledge with the other team members, business owners, and the wider CSS community to reduce the number of repeated Customer & Partner issues.
7) Addressing the most sensitive and complex issues while honoring the customer/partner perspective throughout the GetHelp escalation process.
8) Manage Review Board appeals end to end. Initiate influence across organizational boundaries to deliver customer resolutions while bringing focus and accountability to Microsoft product and services across the company. Influence and negotiate across organizational boundaries to bring focus and accountability that will enhance Microsoft’s product and services.
9) Demonstrates an understanding of critical issues that need resolution before problems can be solved
10) Communicated appropriately to the specific audience (including directors) in a variety of situations, and escalated as required, which resulted in effective communication. Demonstrated prioritization skills and manage effective communication across multiple programs and business groups while advocating on behalf of the customers, in conjunction with executive members of the Customer Advocacy Review Board. This involves targeted Executive level presentation and negotiation skills.
11) Ensure alignment of GetHelp program strategy and direction with the overall Customer Service (CS) mission.
12) Systematically considers the implications of problems and solutions in more than one domain at a time and does not solve a problem in one domain in a way that causes a problem in another.
What work experience is essential to the job? How many years of previous work experience would it typically take to gain sufficient experience in these areas to minimally fill this job role?
Experience of presenting, influencing and negotiating with senior managers and directors.
Proven track record of achieving results for the business.
Solid understanding & management of a typical customer service process & programs preferably in the high tech industry in comparable size.
Experience in organization change management at local or EMEA level.
What type of supervisory or management experience would be necessary to fulfill the job requirements, if any.
Lead a team through designing & developing large complex key initiatives, programs or multiple projects and also drive a virtual team distributed across several locations.
Experience in creating and articulating clear strategy.
Education: Bachelor’s Degree or equivalent experience
1. Knowledge, Skills and Experience
Experience of presenting, influencing and negotiating with senior managers and directors.
Effective negotiation skills across culture, distance and proven ability to handle difficult and/or sensitive situations involving the most critical & politically charged situations.
Active team player.
Achieves results that are highly dependent on collaboration, teamwork, & the ability to effectively balance short & long-term needs on a broader scale.
Excellent communication (both written & verbal presentation) skills.
Creates plans & schedules that span multiple services.
Able to suggest multiple solutions to major, complex problems.
2. Personal Attributes
Passion for solving customer issues
Integrity and honesty
Open and respectful
Willing to take on big challenges
Self-critical, questioning
3. Qualification
Degree qualification or equivalent experience.
Fluent in English both verbal and written
This position requires 10% + travel in country.
Job Segments: Accounting, Change Management, CPA, Creative, Finance, Management, Web Design
0 comments Blogger 0 Facebook
Post a Comment
Click to see the code!
To insert emoticon you must added at least one space before the code.