Customer Relations Agent (UK&I)

Job Summary

EMEA 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 Customer Relations Specialist 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 complaints, and to provide an escalation link for HP field employees and executives regarding customer satisfaction issues.

Job specifics/responsibilities:

The responsibilities will include one or more of the following:

• Retain customer loyalty through proactive customer engagement and by providing best-in-class complaint resolution.
• Be the Voice of the Customer to drive improvements across CS and the wider HP.
• Receive customer complaints via CRM tools/email/phone/letter/social media, and ensure that the concerns are captured accurately and in a timely manner.
• Trigger proactive actions, where potential for customer complaint is highlighted.
• Verify the request details with the customer. Investigate the case (rebuild the story), coordinate with other teams to identify an action plan and best course to resolution in a timely manner, and within cost constraints.
• Keep customer, as well as key internal stakeholders, regularly updated until full case resolution. Demonstrate a sense of urgency. Provide end-to-end ownership of the case and single point of contact for customer.
• Work with local country HP Support organization and other HP or partner business entities, as required, to help with case resolution.
• Provide administrative support to the local country CRT organization.
• Execute data quality checks to ensure consistency and accuracy of reporting.
• All other legally permissible tasks requested by the line manager.
• Follow up on the successful completion of each case.