Customer Relations Subject Expert

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 Subject Expert 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. It is also to play an active role into training and best practice sharing, business analysis and process/project management.

Job specifics/responsibilities:

Operations

• Retain customer loyalty through pro-active customer 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 proactive actions via CRM tools/email/phone/letter/fax, ensuring that the concerns are captured accurately and in a timely manner.
• Call the customer to verify the request details. Investigate the case (rebuild the story), coordinate with other teams to identify action plan and best course of resolution in a timely manner and within cost constraints.
• Keep customer, as well as key internal stakeholders, regularly updated until full case resolution.
• Work with local country CRT organization and other HP or partner business entities as required to help with case resolution.
• Follow up on the successful completion of each case.
• Signal process issues and indicate possible solutions to HP CRT Team Lead.

Knowledge Management/Sharing and Analysis

• Training coordination (DACH): needs evaluation, up-to-date documentation, delivery, incl. cross training – newcomers and refreshers, in collaboration with senior agents.
• KPIs deep dive analysis, gaps identification, corrective actions driving, in collaboration with mentor/supervisor/TL. (DACH)
• Best practice sharing sessions & innovative improvements: within DACH, and beyond (CEE, EMEA) via close collaboration with SETI and OELs

Process & Project Management

• Drive the CEE CRT PoR (Plan of Records)
• EMEA CRT process owner for the CRM tool & telephony: become the SPOC for the EMEA CRTs and for the Global CRM project team regarding EMEA CRT.
• EMEA CRT Change Management: collaboration with SETI
• Support EMEA CRT in improvement initiatives, tools and projects management, to ensure quality across HP.

Key deliverables/accountabilities:

• Ensure 100% of accurate complaints logging and right level of service provided to customers: E2E ownership and keep customer/stakeholders informed until full resolution, timely handling, driven by superior customer satisfaction, at a reasonable cost. Be proactive, work on complaints prevention.
• Timely and accurate coordination of the administrative parts of the complaint process
• Maintain a smooth cooperation with other departments and functions that play a key role into delivering best in class customer experience (i.e. HP Country leadership team, EMEA CRT Mgt, Finance and Legal departments, suppliers, partners….)
• Contribute to the CRT DACH blending; leverage opportunities across CEE, support EMEA continuous improvement initiatives.

Working relationships:

Internal:

• Country CRT departments
• EMEA and country CS department
• Other HP departments involved in customer case handling (sales, etc.)
• Finance and Procurement departments for tasks related to commercial solutions
• EMEA SETI
• Global CS CRM team

External:

• HP’s customers who are filing a complaint (team escalation point)
• HP’s partners, service provider who are filing a complaint on behalf of their customer(s)

Education (degree) and professional experience required:

• High School Diploma or higher
• Previous relevant experience in a demanding 'customer facing' role is essential
• Work experience from an international environment is an asset, in a virtual team, an advantage

Other requirements:

• Excellent level of German language (C1 level Certification). Ability to demonstrate verbal and written communication
• Fluent level of English (B2 level). Ability to demonstrate verbal and written communication
• One or several additional European languages (Spanish, and Italian) will be considered as an advantage.

Personal skills and qualities:

• Good knowledge of country cultural environment
• Excellent communicator, problem solving ability, good at negotiation and soft skills, confident telephone manner
• Customer-service minded approach, strong quality oriented, can-do attitude, investigator mindset
• Eagerness to learn and improve, good listener, conscientious
• Project management and/or continuous improvement expertise
• Strong analytical skills, strategic thinking, self-driven
• Great team player, flexible, optimist!
• Ability to communicate across functional and geographical / cultural boundaries.
• Ability to demonstrate superior verbal and synthetic written communications
• Detail Oriented with ability to explain the global picture
• Ability to evaluate unique customer circumstances and make recommendations to business decision makers. Demonstrate common sense, show sense of urgency and creativity.
• Highly motivated in business understanding
• Management by influence skills
• Able to work under pressure and maintain composure in difficult situations
• High level of planning and organizational skills
• Diplomatic, Assertive, Tenacious, Flexible, Reactive.

Technical skills (procedures and documents the employee must be acquainted with):

• HP’s standard policies and rules (standards of business conduct etc.)
• Customer complaint management processes as per CRT process documentation
• Knowledge of Consumer Rights rules in country(ies) of support
• Experience and literacy of MS Office products - Word, Excel, PowerPoint, Outlook
• Demonstrate skills in process and project management, analysis, communication, scheduling, controlling and presentation.
• LSS and / or Agile methodology knowledge, Change management; certified or willing to become certified.

Job -

Services

Schedule -

Full time

Shift -

Summarized Shift (Bulgaria)

Travel -

Relocation -

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.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"