Customer Relations Specialist with Dutch and English

Описание

Job scope/summary:

The role of the Customer Relations Specialist is to provide 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:

• Receives customer complaints via different means (e-mail/phone/web/social media/letter/fax) capturing and documenting his/her issues and concerns.

• Listens carefully to customers in order to understand, verify the request details and then give spoken explanations and instructions to address their problem.

• Performs detailed investigation, interacting with the necessary teams, HP entities and partners where required.

• Evaluates the different alternatives, using a systematic approach and following HP guidelines, to negotiate a resolution with the customer

• Position the obligations of HP to the customer when necessary.

• Follows up with customer, providing precise and timely communication, until final delivery of solution.

• Documents complaint cases consistently and thoroughly to ensure accurate reporting

• Performs agreed and necessary communication to provided HP contacts. Alert of critical situations, initiating escalation when appropriate.


Key deliverables/accountabilities:

• Logging the complaint and ensuring that the customer receives the right level of service.

• Qualify and identify a variety of customer issues, record them onto a database and take ownership for achieving full resolution with the customer.

• Timely and accurate coordination of the administrative parts of the complaint process

• Build up and ensure a smooth cooperation with the country and EMEA CRT organizations.


Education (degree) and professional experience required:

• High School degree

• Work experience in an international environment is an asset


Other requirements:

• Excellent level of Dutch (C1 level Certification). Ability to demonstrate verbal and written communication

• Fluent level of English (B2 level). Ability to demonstrate verbal and written communication


Personal skills and qualities:

• Excellent written, oral and interpersonal skills are mandatory

• Good knowledge of the related country cultural environment

• Ability to work under pressure

• Ability to exercise independent judgment within defined practices and procedures, to determine appropriate action whilst establishing and maintaining empathy with the customer

• Passion for customers, integrating innovation and quality to fulfill customer needs, evaluating unique customer circumstances and make recommendations to business decision makers

• Proactivity. Eagerness to learn and improve.

• High level of planning and organizational skills


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

• HP’s standard policies and rules (standards of business conduct etc.)

• Customer complaint management processes as per CRT process documentation

• MS Office


We’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!


This is to inform you that HP Inc. Bulgaria EOOD (“HP”) is personal data controller. Some of the information that you provide voluntarily is personal data and falls under the protection regime under the General Data Protection Regulation and the Bulgarian Personal Data Protection Act. The personal data provided by you will be processed for the purposes of the selection process as well as in respect of any future contract of employment between you and HP. HP takes the responsibility to handle, use and store your personal data, ensuring its protection and confidentiality.

Изисквания към кандидата

Езикови познания:
Немски език, Френски език, Датски език

Трудов опит:

Образование:

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:
Трудов срочен

Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

Бизнес /консултантски услуги

Държава:

България

Населено място:

Гр. София

Адрес:

ул. Бизнес Парк София 1, сграда 10 No 1, бл. 9

Дата:

13.06.2022

Организация:

Hewlett Packard Enterprise
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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