The Microsoft Experience Centre is 1 of 3 Hub’s based in Sydney, New York & London. Our goal is to showcase Microsoft innovation whilst empowering people and organizations to achieve more on their journey with technology.
This is the place where customers can experience the best of Microsoft, get technical support for Surface and Xbox, have in person consultations, and purchase the products and services that suit yours, your family, business, and school needs. It also works in partnership with other focus areas from establishing new relationships for our Business and Education teams - to introducing a customer to our Workshops and Events that are run virtually from our Training team.
We are looking for a passionate people leader to join our team and continue to strive for world class customer experience.
If you are passionate about technology, customer service, problem-solving and people leadership, we'd love to hear from you.
Responsibilities
What You Do
Responsibilities
People Management
- Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
- Model - Live our culture. Embody our values. Practice our leadership principles.
- Coach - Define team objectives and outcomes. Enable success across boundaries. Help the team adapt and learn.
- Care - Attract and retain great people. Know each individual’s capabilities and aspirations. Invest in the growth of others.
Customer Obsession
- Instills a culture that consistently obsesses over our customers, innovates, builds on the ideas of others, and impacts overall business results through passionate and motivated teams; empowers associates to engage with peers and leaders in the development of innovative ways to make a larger impact in our customers lives; aligns priorities and communication to ensure a seamless employee and customer experience; and resolves escalated customer issues.
- Leads associates and monitors customer interactions in order to provide feedback on actively engaging customers for aligned solution recommendations.
Influencing for Impact
- Builds and maintains deep and broad knowledge of products and services, and coaches and role plays with other staff to increase knowledge of products, services, and Microsoft's value proposition. Acts as a role model by showcasing knowledge of products and services and training others.
- Drives customer activation and engagement by interacting with customers through experiences tailored to their unique situation/needs and driving customer engagement strategies with team members. Observes and coaches the team's interactions and provides real-time, constructive feedback to improve customer engagement and provided solutions. Resolves escalated customer requests and delegates other customer requests to appropriate resources to meet their goals.