Location: Beijing

JOB DESCRIPTION: 

• Manage the PRC clients engagement and APGC outbound projects
• Drive improvements in customer and partner satisfaction, understand, identify and execute on the core strategies across the Customer Service Delivery 
• In conjunction with the Group Manager and PRC SD team to ensure the clients’ program can be smoothly implemented with full of CS support, also need to ensure the SD team has enough information for all the customer/partner facing activities. 
• Partnering with the Group Manager, APGC CSM and the Global Outsourcing group to establish and/or manage statements of work as well as conduct monthly and quarterly business reviews with outbound call vendors.
• Develop and implement strategic business plans, procedures, and policies designed to maximize unit productivity, and customer and vendor agent experiences. 
• This position has frequent contact with all levels of Microsoft managers, internal business group owners within Microsoft, as well as executives at vendors and where appropriate directly with our customers.

Qualification:

• 4-7 years customer service experience 
• BA/BS degree in business or related field required or equivalent (MBA preferred)
• Strong working knowledge of international contact center business practices

Competency Requirement:

1. Customer Advocacy
2. Building Customer/partner relationship
3. Cross boundary collaboration
4. Confidence
5. Impact and Influence
6. Interpersonal awareness
7. Analytical problem solving
8. Team leadership