HP

Customer Relations Agent - United Kingdom & Ireland (UKI)

Description -

Job scope/summary:

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 Agent 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 customer 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 engagement and by providing best-in-class complaints resolution.
• Be the Voice of the Customer to drive improvements across CS.
• Receive customer complaints and trigger initial response. Verify details with the customer. Investigate the case (rebuild the story), coordinate with other teams to identify 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. Provide end to end ownership of the complaint and act as a single point of contact for customer.
• Follow up on the successful completion of each case.

Key deliverables/accountabilities:

• Logging the complaint and triggering actions to ensure that the customer receives the right level of service.
• 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.

Education (degree) and professional experience required:

• High School Diploma or higher.
• Previous relevant experience in a demanding 'customer facing' environment.
• Work experience in an international environment is an asset.

Other requirements:

• Excellent level of English. Ability to demonstrate high quality verbal and written communication.
• One or several additional European languages (French, German, Spanish, Italian) will be considered as an advantage.

Personal skills and qualities:

• Ability to demonstrate outstanding verbal and written communication skills. Confident telephone manner. Good knowledge of country cultural environment.
• Excellent communicator, good at negotiation, well developed soft skills and defined problem-solving ability,
• Customer-service minded approach, strong quality oriented, can-do attitude, proactive and able to work on complaints prevention
• Able to work under pressure and maintain composure in difficult situations . Meets commitments made to external and internal customers
• 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.
• Positive team player, able to work in a dynamic virtual team , Eagers to learn and improve, good listener, conscientious
• IT literate with experience of MS Office products - Word, Excel, PowerPoint, Outlook. Quick to learn new IT Systems.

We love our work environment and career growth journey. We think you will too:

• Inspirational and collaborative team that supports your growth
• Various career paths that foster your development in various fields (e.g. contract and customer relationship management, client satisfaction etc.)
• The great professional exposure with a wide range of collaborators (e.g. both B2b and end clients, partners, business sales functions, higher management) empowers you to have a meaningful impact

We’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!

This is to inform you that HP Inc. Bulgaria EOOD (“HP”) is personal data controller. Some of the information that you provide voluntarily is personal data and falls under the protection regime under the General Data Protection Regulation and the Bulgarian Personal Data Protection Act. The personal data provided by you will be processed for the purposes of the selection process as well as in respect of any future contract of employment between you and HP. HP takes the responsibility to handle, use and store your personal data, ensuring its protection and confidentiality.

Job -

Services

Schedule -

Full time

Shift -

Summarized Shift (Bulgaria)

Travel -

No

Relocation -

No

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement