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| Firma: |
Microsoft |
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| Job-Titel: |
MBS Customer Operations Specialist with German |
| Job Kategorie: |
Kundendienst |
| Arbeitsort: |
Dublin - Irland |
| Jobnummer für Ihre Einträge: |
COSG |
| Job Beschreibung: |
At Microsoft, we're working toward a future where everyone's potential can be fulfilled. What about yours? We offer opportunities around the world to make an impact with the next generation of technology we're building today. We invite you to explore, dream big and learn more about what we can offer you.
Summary
The Customer Operations Specialist (COS) position serves as an individual contributor responsible for the effective management of the MBS channel operations business for Germany. Provide dedicated and pro-active operational account management for local MS subsidiaries and key channel partners.
Responsibilities
SLA/Escalation Management
• Ensure the German Customer Operations Team provide accurate and timely responses to Channel Partners and Subsidiary contacts within agreed SLA, taking appropriate action as required.
• Second point of escalation after Customer Operations Rep (COR) for channel partners and subsidiaries; work with CORs on effectively managing and resolving issues by understanding the root cause and implementing corrective action where necessary.
• Pro-actively drive down escalation volumes by growing Customer Partner Experience focus.
Channel Readiness
• Manage operational readiness of new partners.
• Ensure timely delivery of critical communications to the Channel. Identify training gaps and tailor appropriate training materials.
• Be both proactive and reactive to the Channel Partner needs and actively manage their performance; Conduct and facilitate regular conference calls and key account visits.
Client Relationship Management
• Be seen and acknowledged as the end to end expert and owner for operations related activities in Norway/Finland.
• Deliver training to MBS PAMs on EOC tools, processes and portals; Identify training gaps and collate/tailor appropriate training materials.
• Establish and build relationships with local Partner Account Managers and Sales Managers.
• You will be expected to spend on average 1 week per month in your market for face to face partner and client contacts.
• Detailed understanding of local revenue budget and forecasting.
• Pro-actively participate in end of month/quarter peak activity planning; ensure accurate and timely processing of critical deals; drive growth maintenance/enhancement renewal revenue.
Business Intelligence
• Provide accurate, timely and comprehensive internal and external reporting, both ad hoc and ongoing, on activities and key performance indicators within region.
• Develop scorecards for key accounts, including financial performance
Knowledge Management
• Be a knowledge expert and main 'point of contact' within Norway/Finland for specific Products, Programs, Systems or Processes.
• Support Program Managers and Readiness Team in defining and updating MBS processes and business rules. Own knowledge Management articles specific to Germany work with the MBS Readiness Team and Program Management to ensure Knowledge Centre is kept up to date.
Customer Partner Experience
• Capture and understand local CPE conditions of satisfaction. Maximise Channel Partner/MS Subsidiary satisfaction by developing and maintaining excellent relationships and effective communication channels.
• Monitor, analyse and report Voice of the Customer (VOC) Data and develop/own action plan for Germany to improve/address low ratings or complaints received.
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| Kenntnisse erforderlich: |
• A minimum of 4 years of demonstrated work experience in a hi-tech customer service function.
• Excellent command of English and German both orally and in written form.
• Strong customer focus
• Good analytical and problem solving skills. Demonstrated ability to resolve complex problems working in a matrix organization.
• Excellent communication and customer skills.
• Excellent presentation skills to senior management and large audiences.
• Proficiency in Microsoft Word, Excel and PowerPoint and with business systems
• Ability to work effectively as part of a team
• A third level Degree is required, preferably in a business and language discipline.
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| Sprachanforderungen: |
Englisch-Sehr GutDeutsch-Sehr Gut
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| Beschäftigungsart: |
Vollzeit
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| Jahres-Gehalt: |
40000 Euro
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| Eintragsdatum: |
26 Aug 2008 |
| Erforderliche Qualifikation/Ausbildung: |
Nicht Spezifiziert
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| Berufserfahrung (in Jahren): |
3 to 5 Years |
| Firma: |
Microsoft |
| Kontakt Name: |
Microsoft |
| Kontakt Telefon: |
+353 1 7064586 |
| Bevorzugte Methoden für Kontakte: |
Keine Bevorzugung |
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| Arbeitssuchende:74209 |
CVs:68411 |
Arbeitgeber:8458 |
Stellenangebote:19196 |
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Sprache:german |
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