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Customer Excellence Coordinator

Closing date
26 Jun 2022

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Technology & New Media
Contract Type
Full Time
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At Trustmarque we strive to help our customers go further, innovate faster and achieve more through technology-enabled transformation. By making IT all about our customers, we pledge a partnership that ensures technology works to their advantage. Our people are at the heart of our customer-centric business. When you join Trustmarque, you will work with some of the best experts in their field. Since mid-March 2020, all our staff have been working remotely and are given all the tools to work with effectively. Alongside this, we support our people's mental health through regular work and well-being seminars and a team of dedicated mental health champions.

Job summary

The Microsoft Customer Excellence Coordinator is responsible for supporting post-sales of our existing Microsoft Customers whilst providing the best experience possible. The role requires a high degree of Customer service, great professionalism, adaptability, tact and self-confidence. The Microsoft Customer Excellence Coordinator will be confident in using a wide range of on-line portal applications and liaising regularly with Microsoft and Customers through to query resolution. They will be expected to maintain a high level of operational accuracy and to expand and develop the role to reflect Business changes and Customer requirements.

The primary responsibilities of the Microsoft Customer Excellence Coordinator are:
  • Support Customer onboarding, query resolution, portal navigation, demonstrations and webinars across multiple Microsoft agreements; Enterprise, MPSA & CSP.
  • Support Customers to self-serve in the Microsoft portals and offer tailored Customer calls
  • Accountability of Customer enquiries consistent with team SLAs
  • Liaising with Microsoft on behalf of the Customer whilst closely managing expectations
  • Concisely documenting and storing correspondence
  • Proactively explore process improvements to benefit customer experience
  • Creating agreement specific information packs ensuring Customers receive them in-line with SLAs
  • Maintaining up to date Customer facing guides and documents relating to new Microsoft products and updates and creating new guides when required.
  • Managing a central store of Customer feedback and utilising the information to improve customer experience.
  • Liaise with the Microsoft Operations and Partner Teams to rollout Microsoft programmatic changes that impact customers.
  • Deliver relevant updates to Sales teams on a weekly internal webinar
  • Support the business' operational drive towards CSP including the provisioning of customer licences in Trustmarque's C-ESP portal.
  • Support the Microsoft Partner team and Sales Support teams to ensure CSP billing is completely in a timely and accurate manner.
  • Support Trustmarque's Bids and tenders' team with key deals.

Essential skills

To perform this role effectively, the individual must:
  • Verbally communicate confidently, precisely, effectively and with authority, particularly on the telephone
  • Use clear, concise business English
  • Demonstrate high attention to detail with a high degree of accuracy
  • Manage multiple tasks and conflicting priorities
  • Independently see tasks through to completion, within agreed timescales
  • Communicate clearly, openly and effectively with authority to both Customers and Microsoft
  • Work well under pressure
  • Identify and analyse relevant information from large volumes of data, accurately and quickly
  • Have excellent time management skills
  • Have a keen interesting in learning new skills and exploring how new tasks and processes will impact the business.

Desirable skills
  • Experience of Microsoft Operations
  • Experience of the CSP program
  • Familiar with Microsoft portals such as; VLSC, Azure, Business Centre and Explore
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