Microsoft Customer Service Specialist - Chinese/ Mandarin

Overview
We are seeking a highly motivated individual to join our team as a Customer Service & Escalation Specialist- Chinese/Mandarin. In this role, you will work across a range of support offerings, including critical issue management and resolution, customer communication, and resource allocation. You will handle escalated customer/partner issues and complex support scenarios, engaging directly with customers to identify and resolve complex technical challenges and drive end- to- end problem resolution while upholding core values of empathy, passion, and integrity. This position offers the opportunity to make a significant impact on customer satisfaction and operational efficiency within our support organization.
Why You’ll Enjoy It Here:
Make an Immediate Impact – Support groundbreaking technologies with real- world results.
Thrive in an Inclusive Team – A culture built on trust, collaboration, and respect.
Work on Cutting- Edge Tech – AI, cybersecurity, and next- gen digital solutions.
We Care – Integrity, empathy, and purpose guide every decision.
We’re looking for innovators, problem- solvers, and experts ready to drive change and grow with us.
Be Part of Something Big – A growing company where your contributions matter.
We Are TeKnowledge. Where People Lead and Tech Empowers.
Responsibilities
Resolution Customer
Set and manage support expectations with customers.
Effective end- to- end escalation management, driving fast and accurate resolutions for our customers.
Acts as a primary contact for moderate to highly complex issues for customers. Communicates with customers to understand their issues and improve their experience.
Leads strategic projects designed to improve resolution times, customer satisfaction and increase efficiency.
Escalation Handling
Understand the cause of the issue, its business impact, and level of urgency from Customer and other stakeholders.
Drive high- risk issues to resolution by establishing clear communication channels, documenting, and tracking agreed actions, and maintaining an orchestration role across multiple stakeholders.
Collaboration
Collaborates, leverages relationships, and influences engineering teams and/or operations teams to identify the right technical resource and ensures the right groups are engaged to resolve highly complex customer issues.
Develops and maintains relationships with internal teams, partners, and senior leadership.
Process Improvement
Identifies systematic issues and process breakdowns. Pushes creative thinking beyond closed boundaries to come up with process improvements and new ways to delight customers.
Creates an executive summary detailing the customer issue, impact on the business, and status of the resolution. Identifies patterns in customer issues and identifies strategies to resolve reoccurring issues.

Top office in a central location
Excellent working conditions, casual atmosphere, and state- of- the- art hardware
Excellent remuneration package

Cập nhật gần nhất lúc: 2026-04-05 18:00:05