Job Summary
EMEA Customer Relations Team is safeguarding the HP brand by providing
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 pro-active 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
Job -
Services
Schedule
Full time
Shift
No shift premium (United Kingdom)
Travel
No
Relocation
No
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"
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Customer Relations Agent (UK&I) in Reading employer: HP
HP is an exceptional employer that prioritises employee growth and development, offering a dynamic work culture where every team member's voice is valued. Located in the UK, our Customer Relations team fosters a collaborative environment, ensuring that employees are equipped with the tools and support needed to excel in their roles while making a meaningful impact on customer satisfaction. With a commitment to diversity and inclusion, HP provides equal opportunities for all, making it a rewarding place to build your career.
