Customer Service Representative (M/F)

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We are looking for Customer Service Representative (M/F)


Job Description

The CritSit Manager role is managing CritSit situations across all technologies.

The primary focus is to meet customer needs by effectively managing internal and external resources and managing communication across all the parties involved in a CritSit. Given the nature of the business, this position does require flexibility to work outside of standard business hours, including off business hours, weekends and public holidays.



Responsibilities:
• Manage Premier Customers’ & Partners’ Critical Situation incidents to ensure that the CritSit process is being followed and any need of escalation is addressed.
• Delivery of a high-quality customer and partner experience through timely and effective response to internal and external customer needs; owning active Critical Situations.
• Collaborating effectively with the customer and internal groups to solve customer issues and improve business processes in the quickest way possible.
• Expanding internal visibility of Premier Customers’ Critical Situations by managing complex, mission critical, or politically hot Premier customer situations.
• Identifying systemic issues and flagging process breakdown during the execution of the CritSit Process.
• Stepping up to take on challenges by acting as Crisis Manager in catastrophic outage situations.
• Pursuing proactive actions to help prevent future issue.



Qualification:
• Proficiency in spoken and written English and Chinese/ Mandarin is required
• Candidates with Service delivery experience would be preferred.
• Ability to work non-standard hours, weekends and public holidays is required.
• Advanced technical understanding of the Microsoft products and technologies
• Exceptional organizational skills to manage effective escalation within different Microsoft departments.
• Problem solving skills required. 
• Computer/Technical skills. (Windows, Office, etc)



Conditions:

VB:1950€
SA:6,50€

Critsit Manager Delivery Portugal Chinese / Mandarin speaking
• Location: Lisbon, Portugal – 100% remote so can be located anywhere in PT
• Number of position/s: 1
• Required start date: 24th March 2025
Required end date: (full 18-month contract depending on budget & performance)
• Work schedule: 40 hours per week , Sunday to Thursday


If you are interested at this position, send your application!

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