Take inbound calls from HP’s Small & Medium Business customers to answer questions and provide help regarding orders, payment, shipping, and returns and replacements.
Place outbound calls to follow-up on cases that cannot be solved at first point of contact, correspond with customers through email regarding order status and/or order issues.
Resolve cases through collaboration with HP & HP partners regarding fulfilling orders and investigating and resolving order exceptions with order processing, payment processing, factory lead-times, fulfilment, shipping and claims.
Book replacement orders with customers due to declines, cancels or other order problems.
Inform customers of production changes and/or shipment delays.
Document all customer interactions using appropriate case management tool.
Work within the team and HP.com Store organization to identify and help validate and implement process improvement opportunities.
Job Requirements:
1 to 2 yrs of relevant call center experience in a customer-facing customer service or support role
Issue resolution expertise (problem solving & decision making)
Excellent, professional verbal and written communication skills
Strong Excel skills, experience with CRM applications a plus
Order Management systems knowledge (SAP, Oracle…)
Knowledge of computer & printing products
High school graduate (college degree or some college a plus)
Desired Attributes:
Customer service focused, can-do attitude, professional, detail oriented, self-motivated.
Enjoys talking to customers and the challenge of solving customer problems.
Ability to turn a negative situation into a positive situation.
Integrity: honest and realistic communication of HP deliverables and timeframes.
Professional, conversational.
Ability to embrace and lead change in a fast-paced environment.
Demonstrates a growth mindset on a personal, team, and organizational level.
Handling sensitive situations in a calm, constructive manner.
Problem Resolution: know when to use tools and exceptions, when to hold the line, when to make exceptions, when to raise for higher level review.
Accountable: takes ownership of customer concerns with empathy, credibility and confidence. Excellent follow-up skills and attention to detail.
Ability to multi-task, continue conversation while navigating multiple screens and applications. Skill with understanding complex information to identify root cause.
Represents HP’s customer needs to other organizations, such as tech support.
Maintains a reliable and dependable attendance record.
All your information will be kept confidential according to EEO guidelines.
