Purpose:

As the customer contact point, the Moderator is required to compose responses, generate solutions and interact with customers using personal but professional dialogue and conversational styles. The role requires individuals who have very strong customer focus skills as they will be required to interact with the customers using their own composed responses, templates and online resources.

A Moderator is also responsible for maintaining a clean and interactive environment for all participants in the forums. Reporting content gaps and needs to the subject matter expert is a critical role that a moderator should also take, as well as identifying top and high impact issues affecting customers and the Microsoft market share.

Responsibilities:

- Interact with customers via an online community and e-mail, answering users- product/service related questions
- Deal on limited basis with users- service and billing questions via inbound calls (French and German only)
- Owning and resolving technical issues for Microsoft customers using the tools and resources provided
- Effectively communicate with customers via the forum and by email, creating a positive customer and partner experience following defined process.
- Answer, create, merge, split, and moderate posts and threads in the Answers Platform to manage forum traffic
- Prioritize customer engagement to meet Service Level Agreement (SLA) based on the nature of the case
- Drive customer satisfaction and market share for Microsoft
- Set alerts or notifications and add tags (meta data) on threads and posts
- Block or ban certain users with SPAM like activities and ensure an abuse free environment.

SKILLS
Essential Criteria:

- Fluency in written and spoken English and in the language you are applying for.
- Customer Focus - Demonstrates 6 months experience in a customer service environment.
- Specialist Expertise- Demonstrates excellent technical proficiency and reasonable knowledge of Microsoft products
- Working with Others - Demonstrates experience of working in a team based environment supporting the team in achieving the highest quality standards. Takes an active role in generating a pleasant, productive and professional working environment.
- Planning & Organising - Ability to multitask, plan and prioritise workload, and work on their own accord
- Effective Communication - Excellent communication skills both verbal and written. Experience of dealing with internal/external customers.
- Resilience - Demonstrates resilience and ability to work on own initiative.
- Problem Solving - Demonstrates problem solving and troubleshooting skills.
- Responsibility for Results - Demonstrates ownership and accountability to achieve deadlines and targets.
- Managing Change- Ability to work effectively in a fast-pace, dynamic and changing environment.
- Negotiation and Influencing - Excellent negotiation skills and ability to deal confidently with escalations /complaints.

TERMS AND CONDITIONS

SALARY

£6.94 per hour (equivalent to £14,435 per annum gross (taxes to be deducted).

HOURS OF WORK

40 hours per week on a rotational shift pattern from Monday-Sunday. The shifts can start between 6 am and 9 am. Your Department-s operational hours are 24 hours 7 days per week. You will be required to work weekends on a rotational basis, usually 2 per month.

Flexibility is important. Obligations placed upon you and tasks required of you will inevitably vary and develop with the growth of the Company. Therefore as and when considered necessary or appropriate you are liable to transfer to or undertake other duties, within your competence and within reason, to meet fluctuations or priorities in work demands.

TRAINING/INDUCTION

Training will be conducted over 2 weeks. It will be intensive and will consist of acquiring how Microsoft operates as a company, as well as technical and product knowledge, required for the position.

HOLIDAYS
21 Holiday & 6 Stat days & birthday day off. Holidays cannot be taken in the first month of employment. In months 2 and 3 of probation, holidays can be taken if accrued. All Concentrix employees are entitled to their birthday day off as an additional benefit. If your birthday falls within the first month of employment, you will not be able to take that day but will be able to take time in lieu at a later date.

BENEFITS:

- Concentrix provides a bright, modern and exciting place to work with excellent staff facilities
- Eye Care Provision
- Cycle to Work Scheme
- Childcare Vouchers
- Annual Reward & Recognition Ceremony
- Free cakes and fruit on a Friday
- Pension Scheme
- Team and Concentrix events
- 28 days holiday (including stat days

PROBATION PERIOD

A probationary period will apply to all moves to new roles within Concentrix.

If you are joining Concentrix for the first time, you will have a three month probation, depending on your role. This will be defined in your contract of employment. During this initial probationary period, you are not eligible to apply for any internal positions within Concentrix.

If you are already a Concentrix employee and you have been successful for a new role, you will have a three month probation. This will be defined in your offer. As this is an internal probation, you will be eligible to apply for any internal positions within Concentrix. Please note, if you do not pass your internal probationary period, it is not guaranteed that you will be able to return to your previous role.

Belfast may be a small city but don't let the size fool you.

Belfast is the cheapest city in the UK to live and work; it is the capital of Northern Ireland and a dynamic, growing city with millions being invested in regeneration. Tourism is thriving too, with new visitors discovering our humour, hospitality, scenery and quality of life.

Northern Ireland is also home to much of the filming of `Game of Thrones- as well as other HBO, Universal & BBC productions.
RELOCATION PACKAGE (If applicable):
- Reimbursement of travel costs (up to £250)
- Accommodation provided on arrival in Belfast
- Relocation class on first day at Concentrix
- Ongoing relocation support

How to apply? E-mail to: christian.myschor@concentrix.com