Customer Engagement Center Agent

Customer Engagement Center Agent

Description -

Job scope/summary:

The Customer Engagement Center Agent manages currently open problems which encountered kinds of exceptions to the standard process flow. Responsible for proper E2E handling and monitoring of all assigned exception cases. Interfaces with customers and other functions within HP Inc. with reference to Customer issues. Will provide effective and timely support to HP customers for exception cases. She/he is responsible for the proper handling of customer support cases in scope for the team, in compliance with all processes and work instructions.

Job specifics/responsibilities: 

• Exception Case management
  • Take coordination ownership of customer cases highlighted as exception using appropriate tools & reports.
  • Coordinate the resources in a proper manner to seek for customer case resolution. Monitor and own the overall service event to its completion. Record exception case progress and status as per defined system procedure (eg. CEC Tasks).
  • Interact with Material Exception team, Call centers mentors, Customer escalation teams, Advanced Technical Specialist, and many other relevant internal resources.
  • Timely elevate and/or escalate complex issues. Work on customer’s escalations and follow up till resolution
  • Manage multiple tasks or cases simultaneously with minimal supervision.
  • Keep case documentation as per requirements (eg. via CDAX tasks mgt).

• Customer interaction and proactive communication
  • Keep Customers Informed on case development status, and as soon as the case is identified as exception case. Provide information to solve customer problem for customer satisfaction. Interact with the Customer to determine the best possible Customer solution depending on issue criticity and available alternatives.
  • Review / Accept customer feedback related to customer case management. If necessary initiate Senior Agent/Manager.

• Process improvement and documentation
  • Provides regular and clear daily and monthly reporting.
  • Participate in the process or quality improvement trainings.
  • Provide feedback to the Management for his/her daily tasks. Focus on the achievement of team goals for operational excellence
  • Meet the required quality/quantity of production work in accordance to requirements
  • Be compliant with all internal rules, policies, and procedures, and ensure performance as per all work instructions and/or orders (written or oral), legally assigned by the direct manager, by officials acting for the direct manager or by any manager of a hierarchical level higher than the direct manager

Key deliverables/accountabilities: 

• Customer Satisfaction--sNPS and Detractors ratio (based on customer survey results).
• Onsite supplier backlog & Ugly Backlog.
• CEC tasks resolution and related case closure. CEC Tasks TAT fully monitored.
• HP CEC processes and procedures are well known

Working relationships: 

External:

• Customers and Customer Representative
• Call centers agents, mentors and process owners
• CE assist teams
• Logistics partners
• Onsite Service suppliers
• Matex/Cmet team

Internal:

• Various cross-function CS teams (CRT, country field ops team, and many other CS team as appropriate)

Education (degree) and professional experience required: 

• High School/ Bachelor/ master's degree
• Professional experience: At least two years as a Call center, Response Center, escalation center Agent or relevant experience in a similar environment.

Other requirements:

• Written and verbal fluency in our business environment: English
• Written and verbal fluency in the main customer support language: German.

Personal skills and qualities: 

• Excellent customer skills, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution
• Ability to handle difficult customers
• Excellent oral and written communications skills. Basic Presentation Skills.
• Positive attitude towards team members, customers, and partners. Encourages outstanding team morale and maintains the highest ethical standards
• Capable of being self-managed, be a team player, quality conscious, efficient, flexible and be eager to share and acquire knowledge
• Analytical and problem-solving skills, Root Cause Analysis
• Exceptional Case Handling
• Time management skills and working with tough deadlines
• Excellent planning and organization skills

Technical skills (procedures and documents the employee has to be acquainted with): 

• PGUs Product Lines Basic Knowledge
• Case Handling/Tools/Processes
• Basic technical skills
• Excellent knowledge of the Business Processes (Customer Support process flows,/ internal&external Resource Management/Escalation)
• Good computer literacy – (MS Office, MS CRM dynamics)

Job -

Services

Schedule -

Full time

Shift -

Summarized Shift (Bulgaria)

Travel -

No

Relocation -

No

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"