Job Description

Job Title:

Job Description

Competencies and Behaviors:

• Committed to Increasing Customer Satisfaction
• Verbal Integrity: honest & realistic communication of HP deliverables and timeframes. Handles all calls with a pleasant, expressive voice, using proper phone etiquette in a professional and business like yet conversational manner.
• Problem Resolution: know when to use the tools that we have, know when to satisfy a customer. To be accountable and take ownership of customer concerns, showing empathy, credibility and confidence.  Handling sensitive situations in a calm constructive manner, while showing effectiveness in high pressure situations.
• Demonstrates confidence when speaking to a customer, takes control of the situation and is always communicating what the customer can expect in the course of the call and after the call.
• Ability to hold line with customers- uphold policy and procedures
• Consistently delivers best-in class customer experience delivers exemplary service and information
• Time management: effectively manages the call flow as well as time spent in-between calls
• Projects a positive image of the HP brand to customers
• Adheres to standards regarding customer privacy as set out in the Agreement

Responsibilities:

• Provide non-technical post-order assistance to customers
• Assist customers with website-based interactions
• Answer FAQ’s from customers
• Work with customers to make changes to orders that are in the processing and/or fulfillment stages
• Save the Sale: Positively influence customers who wants to cancel their orders by providing applicable promotions or alternate products that will meet customer requirements and/or other applicable ways and means for customer to stay with HP based on HP’s policies and guidelines
• Understand and provide order status and assist with order problems
• Work with HP & HP partners to get pending orders to the fulfillment stage
• Occasionally, inform customers of production changes and/or shipment delays
• Research HP customer issues (including issues that do not appear to have originated within the contact center) and resolve the issue
• Understand policies and process requests for missing parts, order cancellation, and credits.
• Process Return Authorization requests within policy
• Manage returns and product replacement requests
• Capture customer profile information and interaction history
• Take ownership of complicated customer scenarios
• Make solid, responsible decisions that preserve & promote a positive “customer experience”
• Make contact with customers who require follow up as a result of feedback provided through our post call evaluation process and/or survey card responses
• End-to-end management and handling of assigned customer cases in the ticket management tool until resolution is provided to customer which is a criteria for case closure

Location:

Language Requirements:

Time Type:

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