Customer Service Specialist

Company Overview:

Sonata Software is a global IT services and technology modernization company, specializing in enterprise application development, cloud modernization, and data analytics. Using their proprietary Platformation framework, they provide digital transformation solutions to industries like Retail, BFSI, and Telecom, with strong partnerships with Microsoft and AWS

Role: Customer Support/ Service (Microsoft Product)

Type: Full Time

Location: Selangor, Malaysia

**Language Skills: Mandarin/ Chinese or Japanese or Korean**

Responsibility/Activity:

Positively impact customer satisfaction by:

Managing Premier Customers and Partners Critical Situation incidents to ensure that the 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.

Candidates 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.

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

Minimum 5-8 years of working experience in a customer-oriented job position of which a 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

Bachelor's Degree with major in Computer Science or Information Technology is desired.

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 be action oriented, demonstrate ability to drive issues to resolution on behalf of the customers.