Job responsibilities 

• Logs the call into a database 

• Ensures the customer is entitled to the service and validates customer contract details 

• Manages the service requests and inquiries of customers through different access channels 

• Manages customer expectations and identifying customer problems 

• Perform re-entitlement and clarification 

• Contact the customer in case clarifications are needed 

• Monitors the service event through completion for compliance. 

• Handles timely elevation and/or escalation, when get complex problems 

• Coordination of support activities and planning and dispatching of HP resources 

• Participates in projects for process or quality improvements. 

• Provide feedback for operational excellence. 

• Manages multiple tasks or cases simultaneously with minimal supervision 

Key deliverables 

• Process descriptions are strictly followed 

• Focus on customer satisfaction 

• Ensure all incoming phone calls are answered on time (SLA) 

• Worked out cases within given timeframes (turnaround time) 

• Ensure cases are worked out according to the quality criteria and requirements 

• Personal targets are achieved 

• Strictly follows company policies, procedures and Standards of Business Conduct 

Education & Qualification 

• High School: completion of post primary level education prior to university study 

Other requirements 

• Excellent language skills, depending on the scope: English/Italian/French 

Personal skills and qualities 

• Excellent verbal and written communication   English/Italian/french 

• Team worker 

• Ability to work under pressure 

• Excellent analytical, soft-skills and problem-solving skills