Description -
Job Summary
• This role is responsible for providing professional solutions to the organization’s end-users, dealers and service providers, arising from unresolved escalated case issues. Handles open solutions requests by processing orders and returns, logging costs, assuring information is correct, understanding the needs, making the needed updates, addressing the right contacts, maintaining open communication, and providing unparalleled seamless customer service experience. The role provides relevant accurate and timely information to customers, ensuring adherence to established procedures, guidelines, and policies.
Responsibilities
• Processes orders, assists with the processing of returns and exchanges, logs costs, prepares correspondences, and fulfills customer needs to ensure customer satisfaction is consistently maintained with great attention to detail.
• Provides timely information to customers about order status and resolves product queries efficiently, while also quickly adapting to new systems, processes, and policies, ensuring a seamless transition.
• Applies foundational principles and contributes proactively to projects and special tasks, provides regular updates on accomplishments and impediments.
• Supports customers by being attentive to issues or changes with the orders and/or returns, and provides answers.
• Follows established communication procedures, guidelines, and policies to maintain consistency and professionalism.
• Provides unparalleled customer service and enrichment to digital customers with clear communication, ensuring a seamless and positive experience.
• Reviews emails constantly and takes action accordingly.
• Assists in achieving department goals and actively contributes by making recommendations to management to improve efficiency and effectiveness.
Education & Experience Recommended
• Typically has 0-2 years of work experience, preferably in positions where a great written communication is needed, reading comprehension, orders placing, and logging costs.
Preferred Certifications
NA
Knowledge & Skills
• Account Management
• Billing
• Call Center Experience
• Customer Inquiries
• Customer Relationship Management
• Customer Success Management
• Customer Support
• Costs Entry
• Invoicing
• Key Performance Indicators (KPIs)
• Zoom/Microsoft Teams
• Process Improvement
• CDAX
• SAP Applications
• Sharepoint
• Workflow Management
Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity
• Reading comprehension
• Written skills
• Attention to detail
Impact & Scope
• Impacts own work and acts as a team member by providing information, analysis, detail-oriented, and recommendations in support of team efforts.
Complexity
• Learns to apply basic theories and concepts to work tasks.
Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
Job -
ServicesSchedule -
Full timeShift -
No shift premium (Costa Rica)Travel -
Relocation -
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"