The Customer Relationship Manager is responsible for handling customer escalations that come to the team through channels such as Executive, Legal and Press.  Escalations will require direct customer interaction via phone with the goal of identifying and resolving issues related to consumer products and services, ensuring they are resolved within established guidelines/policies.  These escalations are some of our most challenging and difficult customer issues and will at times require the individual to deal with highly sensitive customers and situations. Customer relationship managers are highly motivated people with empathy, passion, integrity, and a knack for investigation & problem solving.  Customer relationship managers represent Microsoft by providing world class service and displaying our core principles in all their work. 
In addition to the above, the lead role plays a part in mentoring and coaching other team members, they work extensively with our service delivery organization for situations that require additional local language or deep technical skills

Responsibilities

• Customer recovery and problem resolution. Fully owning the customer relationship through to resolution,
• Working directly with the customer across all lines of business including technical, devices, accounts, and billing.
• Internal and external relationship management
• Managing issues in tight collaboration with call centers, Legal and press teams.
• Documentation of customer issues for further analysis by the business. 
• Identifying reoccurring or emerging issues and escalating to the appropriate channels. 
• Collaborating with teams such as Legal and Public relations to ensure issues are managed appropriately
• Ensuring strict service levels are adhered to
• Self-prioritize and manage case work.
• Cross training and team operational projects
• Follows all privacy policies, legal considerations

Qualifications

o French
o Italian

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.