Position Overview & Specifications
EMEA Customer Relations Team is safeguarding the HP brand by providing the right experience for every customer at the right cost through prevention, proactive care, and differentiation
The role of the Customer Relations Specialist is to retain/recover customer loyalty by providing professional support, in the local language, to HP Customers, Channel Partners and Service Providers, to ensure effective and efficient resolution of complaints, and to provide an escalation link for HP field employees and executives regarding customer satisfaction issues.
Job specifics/responsibilities:
The responsibilities will include one or more of the following:
Retain customer loyalty through pro-active customer engagement and by providing best-in-class complaint resolution.
Be the Voice of the Customer to drive improvements across CS and the wider HP.
Receive customer complaints via CRM tools/email/phone/letter/social media, and ensure that the concerns are captured accurately and in a timely manner.
Trigger proactive actions, where potential for customer complaint is highlighted.
Verify the request details with the customer. Investigate the case (rebuild the story), coordinate with other teams to identify an action plan and best course to resolution in a timely manner, and within cost constraints.
Keep customer, as well as key internal stakeholders, regularly updated until full case resolution. Demonstrate a sense of urgency. Provide end to end ownership of the case and single point of contact for customer.
Work with local country HP Support organization and other HP or partner business entities, as required, to help with case resolution.
Provide administrative support to the local country CRT organization
Execute data quality checks to ensure consistency and accuracy of reporting
All other legally permissible tasks requested by the line manager
Follow up on the successful completion of each case
Key deliverables/accountabilities:
Logging the complaint and triggering proactive actions to ensure that the customer receives the right level of service.
Qualify and identify a variety of customer issues and record them onto a database, and take ownership for achieving full resolution with the customer.
Timely communication with customers – primarily by phone with email as a secondary medium.
Timely and accurate coordination of the administrative parts of the E2E case process
Build up and ensure a smooth cooperation with the country and EMEA CRT organizations, as well as with other departments, to deliver best in class customer experience.
Working relationships:
Internal:
Country Customer Relations Teams and Solutions Management Centre (SMC)
Country and NWE CSSD Teams
Other HP departments involved in customer case handling (sales, etc.)
Finance and Procurement departments for tasks related to commercial solutions
External:
HP’s customers who are filing a complaint (team escalation point)
HP’s partners, reseller or service provider who are filing a complaint on behalf of their customer (s)
Personal skills and qualities:
Excellent communication skills. Ability to demonstrate outstanding verbal and written communication. Good knowledge of country cultural environment. One or several additional European languages (French, Spanish, German and Italian) will be considered as an advantage.
Excellent, problem solving ability, good at negotiation, outstanding soft skills, confident telephone manner.
Customer-service minded approach, strong quality oriented can-do attitude.
Able to work under pressure and maintain composure in difficult situations.
Ability to exercise independent judgment within defined practices and procedures to determine appropriate action, whilst establishing and maintaining empathy with the customer
Ability to evaluate unique customer circumstances and make recommendations to business decision makers. Demonstrate common sense, apply best judgment.
Be proactive, work on complaints prevention
Eagerness to learn and improve, good listener, conscientious
Meet commitments made to external and internal customers
Team player, able to work in a dynamic virtual team
Ability to plan
About HP
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