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Job responsibilities

• Logs the call in to a data base
• Ensures that the customer is entitled to the service, validate customer contract details
• Manages the service requests and enquirers of customers through different access channels
• Manages customer expectations and identifying customer problems
• Performs re-entitlement and clarification
• Contacts customer in case clarifications are needed
• Monitors the service event through completion for compliance.
• Handles timely elevation and/or escalation, when get complex problem
• Coordination of support activities and planning and dispatching of HP resources
• Participates in projects for process or quality improvements.
• Provide feedback for operation 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 in given timeframes (Turn-Around-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
• Experience in relevant technologies and customer environments

Other requirements

• Excellent language skills, depending on the scope: French, Italian or Spanish
• Good command of English
  

Personal skills and qualities

• Excellent verbal and written communication skills
• Team worker
• Ability to work under pressure
• Excellent analytical, soft-skills and problem-solving skills
• Excellent customer service skills

Phone and remote support experience