Customer Relations Team - Health & Safety Subject Matter Expert

Customer Relations Team - Health & Safety Subject Matter Expert

Description -

Job scope/summary:

Customer Relations Team is safeguarding the HP brand by providing the right experience for every customer at the right cost through prevention, proactive care, and differentiation

The role of the CRT Case Manager is to retain/recover customer loyalty by providing 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. Health and Safety Risk Managers are specialized in some of the most complex Consumer cases, involving customers which have experienced issues with their unit causing personal injuries, material damages or risks. Given the complexity and criticality of the cases they manage, they are experienced agents with excellent soft skills and legal and process knowledge, for this reason they are responsible to perform the quality assessments that allow measure and improve the quality of the service provided by the CRT teams. 

Job specifics/responsibilities:

The responsibilities will include one or more of the following:

• Retain customer loyalty through pro-active customer engagement and by providing best-in-class complaints resolution.

• Receive customer complaints and trigger proactive actions via CRM tools/email/phone/letter/fax, ensuring that the concerns are captured accurately and in a timely manner. Verify the request details with the customer. Investigate the case (rebuild the story), coordinate with other teams, mainly with Advanced Technical Support and Category, to identify action plan and best course of resolution in a timely manner and within cost constraints.

• Keep customer, as well as key internal stakeholders, regularly updated until full case resolution. Demonstrate sense of urgency. Provide end-to-end ownership of the case and single point of contact for customer.

• Work with local country CRT organization and other HP or partner business entities as required to help with case resolution.

• Follow up on the successful completion of each case

• Be the Voice of the Customer to drive improvements through Customer Support.

• Develop partnerships with Global CRT market teams and SETI (Service Excellence, Transformation and Innovation) team

• Conduct quality assessments to identify improvement areas and to prevent process misuse and bad practices

• Act as main point of contact for H&S escalations or to discuss changes with impact to the services provided by this team

• Represent CRT H&S in discussions with stakeholders related to the service provided

• Ensure the different CRT H&S risk managers have the required knowledge and train the newcomers

Key deliverables/accountabilities:

• Logging the complaint and triggering proactive actions to ensure that the customer having an issue categorized as Health and Safety receives the right level of service.

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

• Timely communication with customers – primarily by phone with email as a secondary medium.

• Timely and accurate coordination of the administrative parts of the E2E case process

• Build up and ensure smooth cooperation with the main stakeholders and parties involved in Health and Safety cases, mainly Advanced Technical Support and Category, to deliver best in class customer experience.

• Monitor and ensure that the H&S service is delivered according to the defined quality standards and KPIs

• Appropriate Quality Assessments that allow us to measure the quality of CRT services and define improvement actions when required

Working relationships:

Internal:

• CRT groups in AMS and WW

• AMS ATS and Category

• Other HP departments involved in customer case handling (sales, etc.)

• Finance and Procurement departments for tasks related to commercial solutions

External:

• HP’s customers who are filing a Health and Safety complaint (team escalation point)

• HP’s partners, service provider who are filing a Health and Safety complaint on behalf of their customer(s)

Education (degree) and professional experience required:

• High School Diploma or higher

• Previous relevant experience in a demanding 'customer facing' environment

• Work experience from an international environment is an asset

Personal skills and qualities:

• Excellent communicator, problem solving ability, good at negotiation and soft skills, confident telephone manner

• Customer-service minded approach, strong quality oriented, can-do attitude

• Able to work under pressure and maintain composure in difficult situations

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

• Ability to evaluate unique customer circumstances and make recommendations to business decision makers. Demonstrate common sense, apply best judgment.

• Be proactive, work on complaints prevention

• Eagerness to learn and improve, good listener, conscientious

• Meet commitments made to external and internal customers

• Positive team player, capable to work in a dynamic virtual team

• Ability to plan and coordinate the efforts of resources from different teams

• Continuous improvement mindset and high quality standards

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

• Experience and literacy of MS Office products - Word, Excel, PowerPoint, Outlook

The pay range for this role is $52,750 to $79,650 USD annually with additional opportunities for pay in the form of bonus and/or equity (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

Benefits:

HP offers a comprehensive benefits package for this position, including:

• Health insurance

• Dental insurance

• Vision insurance

• Long term/short term disability insurance

• Employee assistance program

• Flexible spending account

• Life insurance

• Generous time off policies, including;

• 4-12 weeks fully paid parental leave based on tenure

• 11 paid holidays

• Additional flexible paid vacation and sick leave (US benefits overview)

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Job -

Services

Schedule -

Full time

Shift -

No shift premium (United States of America)

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"