Customer Service Manager (HCM, BPO, Salary Up To 45mil Gross)

The project provides Microsoft worldwide customers with the most professional technical support services in the process of building, configuring and maintaining Windows servers. The project customers are all over the world, and most of them are multinational enterprises across countries. The Engineer in this position will work with Microsoft&039;s top technical support engineers in all time zones around the world to provide technical support services to Microsoft customers by telephone, e- mail and remote assistance, to ensure customers&039; continuous recognition and satisfaction with Microsoft&039;s products and services.
Responsibilities
Project Introduction
Every member of the project team is responsible for providing the best service and helping other members of the team grow rapidly. Build an effective platform so that every colleague can give full play to their best abilities, help others and build their own influence.
• Response & Service Delivery
Uses tools and strategy to monitor the performance of a team. Analyze non- satisfied cases, find root causes, work out action plans and monitor execution. Serves as the first line of management escalation.
Tracks resolution speed and removes roadblocks (e.g., skill gaps, unclear process) preventing issues from being resolved.
Drive customer satisfaction when using Microsoft products and share customer success stories that have positive impact to customers’ business.
Analyzes the business impact and collaborates with different stakeholders to ensure the right resources are engaged proactively.
Participate in Business Review meetings, present operation results, collect feedback and address concerns.
• Team Operation Management
Analyze team readiness strategy proactively, ensure the team has the correct readiness plan on both tech non- tech parts (such as compliance, service skill, etc.).
Maintain positive relationships with all team members, drive positive team morale.
Ensure team members follow Microsoft & iTechwx compliance and security policy.
Identifies potential risks and implements optimized processes to mitigate the risks.
Be professionalism as an iTechwx ambassador, build and protect Itechwx’s people and culture.

• Fluent in English. Understand Chinese will be preferred.
• Excellent communication skills.
• At least 3 years of management experience, including 1 year in a BPO/Call Center environment.
• Demonstrated ability to adapt and manage change effectively.
• Proven mastery of Customer Service skills.
• Strong pressure resistance can respond quickly to customer and internal needs.
• Flexible availability, including the willingness to work both day and night shifts.
• Strong presentation and public speaking skills.

Annual Health Checkup
90% contribution of the gross salary to social insurance from the company side
Full salary during the probationary period
Working 5 days a week with 2 unfixed days off (Schedule will be arranged by Head of Department)
Competitive salary depending on experience
12 days of annual leave, 8 days of sick leave

Cập nhật gần nhất lúc: 2025-08-29 15:15:02