CLARK | Customer Service Representative | Online App Store | Oct. 29, 2024 |

Position Summary:

The Store Advocate is unique in the world of Microsoft CSS as they can consult with the customer and find the products or services that help the customer to realize their potential. In doing that, not
only do they have the ability to create a fan for Microsoft long term, by advising the customer on the various features and services available to the customer, but they also are helping to deliver against our bottom line.  The Store advocate is a trusted advisor, somebody that can transfer the passion they have for our products to the customer matching their specific needs and requirements.  The Store Advocate should be able to truly make the customer feel welcome to experience our online digital products, but also where possible connect the customer to the physical retail stores or
either way, make the products come to live. Our Store advocates should be able to be friendly and empathetic, leading through the interaction with the customer, be their authentic self in a way that you would talk and advise with a friend or family. 

Overall Responsibilities: 

-Brand advocate and advisor.  Represent brand with passion and excitement

-Efficiently respond to a dynamic online retail store environment.

-Show curiosity for new products campaigns and quickly and accurately consume new
product and marketing information required to effectively represent and recommend product and services that meet the customer’s needs

-Adapt and flex style according to customer personality, culture, and profile (i.e. customers' new to technology and experienced pros alike)

-Provide options and outline features of product and services to gain or retain a
customer.

-Effectively recommend enhanced products or services as a solution to the customer needs and
customer commitment for product.

-Maintain documentation in client or company systems as required

-Build rapport with the customer showing sensitivity to the customer’s cultural orientation.

-Maintain basic knowledge of the surrounding Consumer market, its products and players and a demonstrate passion for Microsoft products and services to be able to deliver a compete message

-Remain aware of the different Microsoft individuals and teams who are in contact with a specific customer, and the process of welcoming and initiating collaboration.  Drive for team success, build relationships with colleagues – understand role as part of a bigger team.

Job Requirements:

-Minimum 1 year customer support or service experience for B2B roles required 6 months customer support or service experience for B2C roles required.
-BA/BA degree or equivalent work experience is a plus
-Excellent language skills (native/near native) both written and verbal in the language support. 
-Strong active listening skills
-Curious to learn more and able to apply the learnings to the next interaction
-Ability to speak and write clearly, to establish quick rapport with a customer, instill confidence and demonstrate passion in meeting and exceeding customer’s expectations, including ability to identify and diffuse varying customer emotions and adapting language accordingly
-Ability to control and influence the conversation sentiment to ensure a positive overall outcome at the end of the interaction as perceived by the customer
-Ability to adapt and flex style according to customer personality, culture, and profile (i.e. customers' new to technology and experienced pros alike)
-Efficiently respond to a dynamic online environment; Exemplifies curiosity for campaigns and demonstrates the ability to quickly and accurately consume new product and marketing information required to effectively help the customer
-Help customers discover, buy, use, and love Microsoft products that meet and exceeds their needs; The advocate enjoys interactions with customers and is passionate about owning the support interaction through to the end, happy to close a sale
-Confidence and competence to stay on task in a demanding fast-paced environment 
-Ability to efficiently navigate multiple open windows and monitors with a min of 55 WPM in typing skills