HP posted a job you might be interested in December 15, 2014 at 01:55PM

HP



Customer Care Consultant

Breda Area, Netherlands, NL - Information Technology and Services

HP Enterprise Services aspires to be a strategic partner in helping our more than 1,000 business and government clients in 90 countries better serve their customers and citizens. We work to overcome their IT challenges, collaborating to make technology work for them, anytime and anywhere. To make it matter, so they can achieve more. With a dedication to quality and innovation, we deliver IT consulting, systems integration, and applications development. Enterprises can also outsource IT functions and management to us in areas like infrastructure and business processes. These efforts enable organizations to take the best advantage of cloud computing, information optimization and enhanced security measures to achieve their goals.

Working as part of a small team within a customer care center environment, dedicated to all the needs of targeted Owners.

To continually promote the “care” attitude in delivery of customer care in line with the European Customer Care Centre (ECCC) Statement of Direction.

General day-to-day duties include:



• Dedicated single point of contact for the targeted customers. Regular proactive contact through customers preferred medium including social media channels. The agent will act as a coordinator of all aspects of the customer’s needs

• Provide generic and specific information on the product/ its technology, characteristics, price, infrastructure

• Assist in the internet sales process task resolution

• Handling all customer complaints regarding the sales process

• Handling literature requests

• Dealer Location Requests

• Handling requests to book test drives and link to dealers for appointment

• Support with information on any events or promotion

• Handling fleet enquiries

• Meet ECCC standards in volume, quality, performance & attendance

• Follow ECCC Policies and Procedures in a positive manner

• Accurate logging of all contacts and following up on action plans using a case management system

• Performs other related duties, as assigned, flexibility towards work schedules/shift patterns

• Demonstrate a positive attitude, professionalism, initiative, and flexibility in performing daily job functions

• Spoken and written language skills to native standard (including business correspondence), thorough understanding of the native culture

• Where necessary liaising with business partners - i.e. GME brand retailers, field managers and internal departments to develop service request resolutions & action plans

• Escalating issues to the Team Leader, ensuring the group maintains professionalism at all times whilst working within strict service level criteria

• Ability to use English as second language during European multi-national meetings, for systems, performance evaluation and training purposes

Qualifications

• 2 Years working within a customer care environment

• Demonstrating understanding of the diversity in customer behavior.

• Customer service excellence – enjoys direct contact with customers by telephone and understanding the customers’ needs, displays diplomacy, is polite, remains calm, listens, always portrays a professional & positive image to the customer

• Excellent written and verbal communication skills in native language, calm and methodical approach, active listening skills, listens to the customer, responds with appropriate feedback

• Good native language skills, understanding trainings/meetings delivered in English

• Ability to work under pressure and deal with a customer in demanding situations, to learn quickly in a changing environment, to use own initiative and make decisions, ability to prioritize and manage own workload

• Logical approach to problem resolution, gathers facts, takes corrective action, escalates problem at the appropriate stage, ability to work on own initiative to follow up and resolve service requests raised by customers and initiate changes where necessary

• Team player - helping the team to achieve objectives, friendly and approachable even when busy, but firm where necessary, works to team and individual standards

• Advance customer service skills including flexibility, leadership, task orientation, pro-activeness, strong work ethic and the genuine desire to progress the company mission.

• An outgoing and friendly personality

• People-oriented attitude that makes the customers feel important

• Ability to operate a Desktop Computer System and possess a familiarity of Operating System (Windows 2000), MS Word & Excel.

• Familiarity with navigating an internet/intranet using Internet Explorer

• Demonstrated ability in using Communication applications such as telephony equipment

• Ability to type a minimum of 35 words per minute

• Strong interest in vehicles and vehicle technology is highly recommended

• Experience in automotive industry is an advantage

• Full driving license



About HP



HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. The world’s largest technology company and ranked 10 on the Fortune 500 list for 2012, HP brings together a portfolio that spans printing, personal computing, software, services and IT infrastructure to serve more than 1 billion customers in over 170 countries on six continents. HP invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients.

Thanks for taking the time to review our job, if you think it is a match to your experience and interests please apply today— we are eager to learn more about you! If you know a friend who may be a fit for the job please refer them.

Please note the above statements describe the general nature and level of work only. They are not a complete list of all required responsibilities, duties and skills. Other duties may be added, or this description amended at any time.

As a standard part of our hiring process we conduct candidate screenings including CV, education and criminal checks.

No salary provided



Posted December 15, 2014 at 01:55PM from LinkedIn http://ift.tt/1AyTZdY

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