1547562 Customer Advisor, Australia

Overview

Microsoft's flagship Store in Sydney has been re-imagined as the Microsoft Experience Centre!

The Microsoft Experience Centre, or MEC, is a place where customers can experience the best of Microsoft, get technical support for Surface and Xbox - and have an in-person consultation about the best solution for you, your family, business or school.

The Microsoft Experience Centre is one of several Focus Areas in Microsoft's new Hub Model and works in close partnership with the 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 now looking for people to join our team of highly skilled associates who are delivering world-class customer service each day.

If you are passionate about technology, customer service, problem-solving and facing new challenges we'd love to hear from you.

Qualifications

Required Qualifications

• High-school diploma or equivalent AND 1-3 years of sales, customer service, customer support, training or equivalent experience OR Bachelor's degree.

Responsibilities

Customer Obsession

• Tenaciously pursues positive outcomes when helping customers by leveraging resources and a moderate technical acumen to provide solutions and solve customer issues (e.g., troubleshooting software problems, upgrading devices to latest release, ensuring a seamless transition).
• Engages a broad range of customers to understand howtechnologysolutions can help them achieve their goals or solve a need. Explains the Microsoft Experience Center (MEC) / Employee Company Store (ECS) value proposition to customers. Drives cross-sell and solution sales goals in the MEC/ECS.
• Conducts customer tours of the MEC/ECS and/or Microsoft Visitors Center in a professional, passionate manner, to encourage and drive brand awareness. Assists in facilitating public and private events held on location, in coordination with Microsoft partners.
• Works across all Microsoft products and services (e.g., cloud, consumer, Gaming, Very Small Businesses) to consult with customers to understand technical issues, unique customer needs, how devices are used and the environment to propose complete solutions and/or solve issues to rebuild relationships with customers.
• In the MEC, works in the Answer Desk, troubleshooting software and hardware problems, upgrading and repairing devices, completing customer appointments showcasing Microsoft's products and services.

Learning

• Completes all required training and obtains relevant product and role certifications aligned to the role and industry. Proactively asks for help and is open to feedback and coaching from managers and teammates. Seeks essential knowledge (e.g.,additionalproducts, MEC/ECS areas) of sales techniques and Microsoft products.
• Shares customer insights, stories, learnings and provides customer and available-solutions feedback in team standups and online communication channels.

Influencing for Impact

• Builds and maintains well-rounded knowledge of Microsoft products and services by learning through others along with self-education and role play while articulating Microsoft's value proposition to customers. Encourages peers to maintain their current knowledge of Microsoft products and services.
• Engages with peers and leaders to drive and execute innovative ways to make a larger impact in our customers lives and deliver business impact. Executes strategies from senior management.
• Uses fundamental product knowledge and value proposition to humanize and customize the delivery of Microsoft solutions. Positions products favorably in light of Microsoft's brand and current key differentiators within the market in relation to competitors to further drive sales. Shares features and benefits through live demonstrations and storytelling of Microsoft devices and services.

Inventory Management

• Maintains the organization, flow, and appearance of the back-of-house floor. Adjusts aisles and layout as necessary to manage influx in products, house new product lines, or adjust to seasonal demands. Maintains sales-floor merchandising standards of in-stock products. Stocks and replenishes products on the floor. Checks price changes and re-stickers items as needed to ensure accuracy. Runs products from back of house out to customers or sales associates. Follows direction from store leadership and visuals team regarding new displays. Works with other team members to set new displays prior to launch.
• Ability to learn and use Microsofts D365 inventory system. Ensuring inventory integrity and accuracy when performing inventory administrative duties.

Compliance

• Adheres to all compliance requirements, including but not limited to operational policies and procedures, device handling, and personal data policies.

Other

• Embody our culture and values.
• Embody our commitment to diversity and inclusion, driving our mission to empower every person and organization on the planet to achieve more.
• Physical requirements include lifting items up to 60lb, standing,bendingand walking for extended periods of time, use of heavy equipment such as a pallet jack, freight elevator.
• Adhering to company and local safety regulations in place for the MEC/ECS, to ensure safety of self and others.
• May berequiredto support online customers throughdigitial/virtualmeans
• May perform other duties as assigned.