A Microsoft Volume Licensing Hub Leader will assist the Customer & Partner Advocacy Team (CPAT) and lead external members from different location in managing all cases. • Use assertive, positive and effective communication skills• Proficient in Written & Verbal communication in English• Can work independently and use appropriate judgment in research and development• Has the ability to use exceptional organizational skills to manage volume while maximizing the capacity to learn new policies and procedures• Has the ability to market thoughts and ideas within the team environment• Possesses sympathetic attitude to a negative customer experience.• Has strong customer relationship, negotiation and conflict management skills.• Ability to provide quality assurance, requiring a broad knowledge of Microsoft products, programs, licensing and policies to understand the nature of the issue• Has the ability to refer to available resources• To effectively manage, coordinate and facilitate all incoming issues.• To be highly competent in Microsoft internal tools and case management system. • Facilitate and/or attend the daily hub call and take meeting minutes making sure all cases are moving towards resolution• Chase the appropriate Hub member to take action and follow up the cases• Create Service Requests (SRs) accordingly in VL Hub channels.• To pro-actively provide possible solutions to the Hub virtual team and contribute to the resolution of the complaints/issues. - Proactively identify knowledge or process gaps & recommend Training Needs, Documentation needs, VKB article requests.• To be knowledgeable on the Subject Matter Experts (SMEs) network and be able to utilize them in seeking resolutions to the customers’ complaints/issues. (Interact with the SMEs to drive resolutions to customer’s complaints/issues.)• Upload a simple weekly report to the SharePoint• Ensures that all Service Requests (SRs) are closed once a final resolution ideally within 24 hours

• Assist Response Management Team (RMT) in managing all complaints emanating from Microsoft Customers & Partners, Internal Employees and all other sources resulting from overall dissatisfaction on Microsoft Product and Services. • Receives and Reviews all RM escalations• Ensures all customer contact details are included in the escalation• Identifies all other information required from the complaints/issues and send back to submitters for completion, prior to escalations to RMTs, as appropriate• Sends out 4-hour acknowledgement email to submitters.• Engages SMEs as appropriate to provide resolution/ final positioning to complaints/issues• Logs Response Management (RM) Service Request (SR), as necessary• Attends meetings with Escalations Specialists when required for calibration and training processes• Ensures all Service Requests (SRs) are closed once final resolution is provided to the end customer by the Customer Service Representatives (CSRs)

• Appointed as the Escalation point of contact for both TPAS and MPN Concierge cases. • Manage Partner list through Outbound calls and email communication • Ensure that RSC knowledge and processes are maintained. • Partner business planning • Revenue target attainment • Accurate forecasting and pipeline management • Partner relationship management.

• Appointed as the MPN Subject Matter Expert for ISC. Includes direct communication to internal and external Microsoft support teams. • Handle ISC CPE cases and internal escalation. • Manage both MPN and MCP related queries through calls and emails • Ensure that escalated cases are immediately identified and logged in Gethelp. • Ensure that activities and tasks required are performed and/or documented real time. • Provide call backs and or call downs to subscribers and partners as required. • Track program purchases, payment settlement, and delivery process. Liaising with order team, payment team, and fulfillment team to ensure orders are successful. • Support Scopes include Partner Membership Centre (PMC), Partner Learning Center (PLC), Partner Sales Exchange (PSX), Software Assurance Voucher Benefits (SAVB), Dynamics, Office 365, Cloud, Reseller Link To Distributor (MS Partner Association), Pinpoint, Channel Incentive, Customer Satisfaction Index Tool (CSAT), Key Performance Indicator (KPI), Microsoft Learning, Courseware.