Upwork
Location
New Delhi | India
Job description
One of Upwork's largest clients, a fortune 500 technology company is seeking individuals with strong interpersonal and technical abilities, coupled with analytical skills that allow them to extract valuable insights from case reviews.
You will play a crucial role in ensuring case closure by maintaining continuous
communication with ambassadors. Specifically, you will join the team as Service Excellence
Crew members, primarily serving the New Product Playbook (NPP) team to enhance quality
within the GIG Plus Delivery organization.
Product Knowledge and Staying Current:
• Stay well-versed in M365 products, including crucial features like Copilot, Viva,
Clipchamp and Teams Premium.
• Keep up-to-date with the latest Microsoft offerings to provide accurate information to
customers.
Handling Customers Escalations and Complaints:
• Be prepared to handle customer or internal M365 case escalations and complaints.
• Address issues promptly and professionally, ensuring customer satisfaction.
• Follow up with all stakeholders to provide updates and ensure timely resolution of the
issue.
• Facilitate the communication between the support team and the complaint owners.
Post-Mortem Analysis and Continuous Improvement:
• After each customer escalation or complaint, conduct post-mortem analysis.
• Capture learnings from escalations to gain insights and drive process improvements.
• Assist in maintaining case quality standards.
Proactive Case Reviews:
• Conduct proactive reviews of cases to identify trends, patterns, and areas for
improvement.
• Collaborate with relevant teams to implement necessary updates based on your findings.
• Examine the cases identified as risky by the AI and take appropriate actions based on the
findings.
Stakeholder Requests:
• Complete and submit requests from stakeholders, such as generating reports or extracting
data.
• Ensure timely and accurate delivery of requested information.
Follow-Up and Communication:
• Regularly follow up with support ambassadors and track case status.
• Keep stakeholders informed by providing regular updates on case progress.
Job tags
Salary
