Critsit Manager - Mandarin Speaker

Sonata Software; Malaysia; On-site; MYR 80,000 - 120,000; Full time

Job summary

Sonata Software is seeking a Support Delivery Manager in Malaysia to manage Critical Situation incidents for high-priority clients, including government and Fortune 500 companies. Applicants should have 5-8 years of experience in customer service, with a minimum of 3 years in a technical role. Strong communication, problem-solving, and negotiation skills are essential. Proficiency in English and willingness to work flexible hours, including weekends and holidays, are required. ITIL and PMP certifications are advantageous.

Qualifications

• Minimum 5-8 years of experience in a customer-oriented position.
• 3 years in a technical role is desirable.
• Proficiency in English and one additional language.
• Ability to work non-standard hours, weekends, and public holidays.

Responsibilities

• Manage Critical Situation incidents impacting customers.
• Deliver high-quality support and customer experience.
• Collaborate with departments to resolve escalated issues.
• Participate in the 24x7 coverage schedule.

Skills

Customer orientation

Strong negotiation skills

Problem-solving skills

Effective communication

Education

Bachelor's Degree in Computer Science or Information Technology

Tools

ITIL Certification

PMP Certification

Job description

Job Profile:

The Critical Situation Management Execution Team (CMET) is part of Customer Service and Support (CSS). CMET owns the Critical Situation (Critsit) Process and works across Services, CSS, Worldwide Commercial Business and GSMO and other business groups ensuring all the parts are compliant with the process and ensuring a high-quality customer and partner experience when facing a Critsit. Critsit are business critical situations escalated by Microsoft’s highest priority Premier customer segment that includes customer from government, military, and fortune 500 companies. The Support Delivery Manager (Relationship Manager) role is part of the CMET Execution Team and will assist with managing CritSit situations across all technologies. The primary focus is to meet customer needs by effectively managing internal and external resources and managing communication across all the parties involved in a CritSit. The Execution Team provides 24x7, 365 days a year afterhours coverage, identifying internal failings and driving positive change. Given the nature of the business, this position does require flexibility to work outside of standard business hours, including off business hours, some weekends and public holidays.

Purpose of the role

• Address high priority customer’s escalations needs, for critical and high-visibility problems impacting Microsoft’s strategic Premier customers and Partners.
• Participate in 24x7 coverage schedule providing timely, reliable and high-quality response to complex customer escalations.
• Provide mentor assistance to Premier and CSS Delivery regarding the Critsit process when required to ensure successful execution.
• Interface with various departments and groups within Microsoft to drive resolution, up to the executive level as necessary.

Responsibilities / Activities

• Positively impact customer satisfaction by:
• Managing Premier Customers’ and Partners’ Critical Situation incidents to ensure that the Critsit process is being followed and any need of escalation is addressed.
• Delivery of a high-quality customer and partner experience through timely and effective response to internal and external customer needs; owning active Critical Situations.
• Candidate with Service delivery experience and having experience in managing a vendor/partner team would be preferred
• Deliver a high quality customer and partner experience through timely and effective resolution of customer’s issues in the quickest way possible.
• Expand internal visibility of Premier Customers’ Critical Situations by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners during afterhours.
• Identifying systemic issues and flagging process breakdown during the execution of the Critsit.
• Process the Critsit System. Stepping up to take on challenges by acting as Crisis Manager in catastrophic outage situations.
• Pursue proactive actions to help prevent future issue.
• Critsit Manager
• Lead project and working group to improve process and tools.
• Establish / Maintain Relationships.
• Collaborate effectively with the customer and internal groups to solve customer issues and improve business processes in the quickest way possible.
• Actively participate on projects initiatives owned by CMET.
• Flexible in terms of work schedules and working days. There will be a requirement to work during public holidays and some weekends as well.

Requirements

• Minimum 5-8 years of working experience in a customer-oriented job position.
• Minimum of 3 years in technical role would be desirable.
• Proficiency in spoken and written English is required plus additional language for which the position is being filled. Candidates with Service delivery experience and having experience in managing a vendor/partner team would be preferred.
• Ability to work non-standard hour’s shifts, weekend and public holiday is required.
• Bachelor’s Degree with major in Computer Science or Information Technology is desired. Proficiency in either Mandarin or Japanese preferred.
• ITIL and PMP certification is an added advantage.
• Candidate should have broad knowledge of Microsoft products, programs, and policies.
• Passion and interest in enhancing the customer experiences and experience in direct customer interaction.
• Candidate must be customer oriented and have strong negotiation and problem-solving skills.
• Excellent interpersonal, written and verbal communication skills; This position requires the ability to use assertive, positive and effective communications skills (written and oral) to market thoughts and ideas, work effectively across multiple management levels up the executive level as necessary.
• Exceptional organizational skills to manage effective escalation within different Microsoft departments.
• Candidate must have the ability to effectively influence and lead actions across the group and organization (cross-group collaboration skills).
• Candidate must have action oriented, demonstrate ability to drive issues to resolution on behalf of the customers.