Hewlett Packard Enterprise

Customer Care Мanager (Maternity Cover)
Today HP is a fortune 100 company with 50,000 employees worldwide across 190 countries. HP is about innovation and reinventing. Together we challenge convention, pushing each other to surprise the world!

*Please be aware that this is a temporary maternity cover position for 1 year!

Job scope/summary:

• End to end support case management for commercial products
• Manage open cases backlog to meet Customer Support (CS) case aging target
• Manage exceptions and cases escalated, invite the appropriate functions for successful case resolution and customer experience according to the defined processes
• Lead weekly backlog/open cases reviews and actively support weekly and monthly operational reviews, including adhoc reporting, Total Customer Experience surveys analysis and related action plan proposals that contribute to reach Customer Support Total Customer Experience target.
• Make proposals for continuous improvement on processes impacting this customer experience.

Job specifics/responsibilities:

• Ensure timely and accurate exception case coordination, follow up until solution and keep the requestor regularly and proactively informed, using direct interaction and exception case sharepoint tracker
• Handles requests updates on the status of the call from HP internal references
• Keep Customer Informed of call management or ensure customer get informed by call center, Customer Response Center, etc.
• Report recurring problem root cause & resolution method to Service Line Manager, Field Support Manager/Partner Account Manager and occasionally Service Partner Manager
• Specific account follow up when needed, and proactive focus on top customers
• Ensure case closure to prevent financial exposure and assess related impact to monthly accruals.
• Open case monitoring on daily basis (key customers) and weekly basis (overall) to prevent escalations and optimize overall customers satisfaction, measured through operational metrics (backlog aging target) and TCE survey results (support Net Promoter Score target)
• Ad-hoc metrics analysis/drill down/

• Key deliverables/accountabilities:

• Backlog case aging target for Northern European Market is met
• Customer, partner and HP Sales team satisfaction on exception cases and sales escalations
• HP procedures/ policies are strictly followed
• Labor legislation is strictly adhered
• Exception case logged as required (sharepoint tracker), Follow Customer Care Management defined processes and tools
• Deliver high quality report on exception activities, root causes.
• Propose process & method enhancement
• Support efficiently Customer Support Northern European Market cross-functional operational forums (weekly backlog/cases reviews, weekly and monthly operational performance reviews, etc)

Education (degree) and professional experience required:

• Bachelor degree in Business major or related
• Previous relevant experience in service delivery or customer and monthly support/contact is an advantage
• Understanding of Direct Onsite support business model and other Direct support delivery motions (remote phone resolution, CSR, WUR) is an advantage

Other requirements:

• Fluent in written and verbal English
• Reading and writing capability in at one of the following languages (Dutch, French, Danish, Swedish, Norwegian, Finnish) is a plus.
• Verbal capability is an advantage

* Please be aware that this is a temporary maternity cover position for 1 year!

Personal skills and qualities:

• Able to work in a pressured environment working to tight timescales, action and solution minded.
• Strong communication skills: customer service skills / Confident telephone manner
• Ability to generate strong relationships internally
• Ability to identify potential issues early on and work them to a satisfactory conclusion
• Proactive approach to problem resolution
• Ability to operate effectively within a virtual cross-cultural team
• Organized and methodical approach
• Self motivated
• Team player

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

• PC Knowledge: MS-Word, Excel, PowerPoint, Outlook, One Page Tool

*Please be aware that this is a temporary maternity cover position for 1 year!

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
Образование: Бакалавър

Езикови познания:
Английски език

Трудов опит:
С професионален опит от 1 - 3г.

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:

Ниво в йерархията:
Експертен персонал без ръководни функции

Мениджмънт, бизнес развитие
Населено място:
Гр. София
ул. Бизнес Парк София 1, сграда 10 No 1, бл. 9
Hewlett Packard Enterprise
Фирма/Организация Директно търсеща служители
Детайли за организацията:
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