Microsoft Customer Service Representative Intern

Microsoft Customer Service Representative (Intern
发信站: 饮水思源 (2007年04月19日14:11:52 星期四)

Job Roles:
A Customer Service Representative 's role is to handle all incoming inquires o
n Microsoft's products, technologies, programs, policies and services. They ar
e able to handle inquires via all media channels both inbound and outbound. Th
e CSR is required to represent Microsoft appropriately to all customer segment
s and partners.
• Primary Job Functions: Approximately 50% of a CSR's service delivery t
ime will be dedicated to entitlement, routing and screening for Microsoft Tech
nical Support services; 40% of the CSR's time will be dedicated to Customer Se
rvice solutions (e.g. product keys, product activation, general inquiries, lic
ensing inquires); approximately 10% of the CSR's service delivery time will be
dedicated to servicing customer and partner needs for Technical assistance re
garding known issues (i.e. documented issues, distribution of Hotfixes, virus
solutions, and KB articles).
• Media is: phone, email and online chat
• Customers covered are PRC, South East Asia and US.

Required Skill Set

Minimum Requirements at hire:
• Proficiency & comprehension of local languages to be supported
• Typing skills – minimum 40 WPM
• Score appropriately on Microsoft recommended or alternatively approved
psychometric testing (to ascertain the candidates suitability for the positio
n)
• Excellent verbal / written communication skills (to be verified via fo
rmal testing)
• Excellent active listening skills (to be verified during interview sta
ge)
• Sound analytical problem solving skills; linear and logical troublesho
oting skills (to be determined during interview process)
• Strong demonstrated Internet navigation skills
• Basic working knowledge of Microsoft Windows operating systems and Des
ktop applications
• Ability to pass Microsoft provided technical skill assessment

Preferred Requirements:
• MCPs in the technologies supported and/or Bachelors in a technical deg
ree are strongly recommended. Otherwise demonstrated technical skills in that
field of similar expertise are required.
• A passion for Microsoft technologies

Roles & Responsibilities

Minimum Skills:
• Answers incoming phone calls and incoming e-mails on the Microsoft Cus
tomer Service lines.
• Provides a high-level of professional, competent service assistance
• Identifies customer requirements and routes them to the correct sales
or technical specialist (based on product specialty)
• Creates and documents cases in tools supplied by Microsoft
• Validates and registers customer profiles in system
• Translates escalated incidents where necessary
• Registers, handles, answers, and escalates customer complaints
• Provide general information about technical support policies and licen
sing. (including websites for customer reference)
• Demonstrates a strong customer service orientation and takes responsib
ility to ensure customers are satisfied.
• Effectively communicates resolution to customer issues.
• Verifies Product ID (PID) is valid to grant support only to legal clie
nts
• Effectively handle up-selling and lead generation opportunities
• Performs all procedures accurately, including following Microsoft docu
mented call flows, data entry requirements, and complaint management processes
.
• Escalates issues outside of service boundaries or when resolution cann
ot be confirmed.
• Provide call backs and call downs of customers and partners (note: COM
PANY must be able to track labor associated with these activities)


If you are interested in the position above, pls. send your resume to gtscshhr
@ with subject heading “intern application”. Thanks!