08.09.09 : Customer Relationship Team Consultant (Graduate)
Job Description:
When a customer expresses dissatisfaction with their experience of HP's 'business as usual' process and is looking for HP to both recognize and respond to their concern, Customer Relation Team (CRT) organization handles this
Responsibilities:
Provide professional solutions to HP end-users, dealers and service providers originating from unresolved escalated case issues received via telephone and written correspondence. Provide an escalation link for HP field employees, executives and channel regarding customer satisfaction issues including availability, price dissatisfaction, product safety issues, complaints with HP and/or its representatives, and complaints regarding an authorized dealer or channel. Exercise independent judgment within generally defined policies and practices to identify and select a solution.
This job may include, but will not be limited to:
a. Log complaint into tools that has been provided by HP and categorize the complaint for future analysis according to the provided guidelines.
b. Acknowledge complaint by email/ phone and agree on expectations with customer.
c. Resolve complaint using the resolution matrix provided by HP (a set of key steps that CRT teams follow)
d. Remain customer contact point
e. Agree to close complaint with customer and measure customer satisfaction via customer survey where possible.
f. Prepare the reports requested by HP within the timelines.
g. Implement the required improvements in the CRT processes.
h. Keep results as close as possible to Europe, Middle East and Africa (EMEA) CRT targets
i. Participate in EMEA projects related to CRT activities
Qualifications:
- 2009 or 2008 Graduate: mandatory requirement!
- Excellent communication / customer service skills / Confident telephone manner
- Good knowledge of written and spoken English
- Proactive and able to work under pressure
- Customer focus, result oriented approach
- High level of planning and organizational skills
- Eagerness to learn and improve
- Teamwork capability
- Experience and literacy of MS Office products: Word, Excel, PowerPoint
- Business experience (in the area of quality, IT support, business processes, customer care) will be an additional advantage
What we offer:
- Competitive salary and benefits
- Participation in HP Graduate Development Program
- Professional trainings
- Mentorship & coaching
Информация перенесена в архив 01.12.09
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