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 Professional 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:

• 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.
• Verify the request details with the customer. 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.
• Provide administrative support to the local country CRT organization.
• Execute data quality checks to ensure consistency and accuracy of reporting.
• Follow up on the successful completion of each case.
• Signal process issues and indicate possible solutions to HP CRT Team Lead.
• Assist the HP CRT Team Lead into training newcomers.

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….)

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

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 French 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
• Able to work under pressure and maintain composure in difficult situations
• Ability to evaluate unique customer circumstances and make recommendations to business decision makers; demonstrate common sense, as well as sense of urgency and creativity, apply best judgment
• Be proactive, work on complaints prevention and propose corrective actions
• Diplomatic, assertive, tenacious
• Eagerness to learn and improve, good listener, conscientious
• Meet commitments made to external and internal customers
• Self-motivated positive team player, can work largely unsupervised in a virtual environment
• Good level of planning and organizational skills

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

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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"