Microsoft Hindi Customer Service Representative(Location: Shanghai, China) - Sykes (Shanghai) Co Ltd

SYKES is a global leader in providing customer contact management solutions and services in the business process outsourcing（BPO）arena.SYKES provides an array of sophisticated customer contact management solutions to Fortune 1000 companies around the world, primarily in the communications, financial services, healthcare, technology, transportation and leisure Industries. SYKES specializes in providing flexible, high-quality customer support outsourcing solutions with emphasis on inbound technical support and customer service. Headquartered in Tampa, Florida, with customer contact management centers throughout the world, SYKES provides its services through multiple communication channels encompassing phone, e-mail, web and chat. Utillzing its integrated onshore/offshore global mode, SYKES serves its clients through two geographic operating segments: the Americas（United States, Canada, Latin America）EMEA（Europe, Middle East and Africa）and APEC（India、Asia Pacific
Rim）.SYKES also provides various enterprise support services in the Americas and fulfillment services in EMEA, which include multi-lingual sales order processing, payment processing, inventory control, product delivery and product returns handling. For additional information, please visit:www.sykes.com

MicrosoftHindi Customer Service Representative
Job Description:

Answering incoming calls, faxes and emails relating to the programs supported (Hindi);
Provide information about the programs supported to enable customers to access the programs and the associated benefits;
Identifies customer requirements and ensures that they are answered or routed through to the appropriate support area;
Manages customer escalations and ensures that these are answered, tracked and escalated as required. Escalates issues outside of service boundaries when a resolution is unable to be confirmed;
Performs all procedures accurately including following Microsoft cal flows, work processed, data entry requirements and complaint management processes;
Provides call backs and or call downs to subscribers and partners as required;
Follows correct processes and procedures for changes in Microsoft supplied tools as required;
Provides a high level of professional and competent customer service and is able to communicate effectively with customers;
Ensures that activities and tasks required are performed and or documented in Microsoft tools where provided;
Demonstrates a strong customer service orientation and takes responsibility to ensure customer are satisfied.
Be willing to following the working time assigned by immediate supervisor.
Requirement:

Proficiency & Comprehension of local languages to be supported (Hindi);
6 months or above of full time call handling experience or relevant work experience;
Typing skills-minimum 40WPM;
Ability to "talk and type" (to be verified at interview stage);
Good verbal and written communication skills (to be verified via formal testing);
Good analytical problem solving skills; linear and logical troubleshooting skills (to be determined during interview process);
Strong demonstrated Internet navigation skills;
A passion for Microsoft technologies;
Self-disciplined and perceptive;
Action and service oriented â€" can demonstrate initiative and a friendly, "can do" attitude.