Customer Relations Specialist with Dutch and English
София
длъжност на пълно работно време

Customer Relations Specialist with Dutch and English

София длъжност на пълно работно време

Описание на позицията

Job specifics/responsibilities:

• Receives customer complaints via different means (e-mail/phone/web/social media/letter/fax) capturing and documenting his/her issues and concerns.

• Listens carefully to customers in order to understand, verify the request details and then give spoken explanations and instructions to address their problem.

• Performs detailed investigation, interacting with the necessary teams, HP entities and partners where required.

• Evaluates the different alternatives, using a systematic approach and following HP guidelines, to negotiate a resolution with the customer

• Position the obligations of HP to the customer when necessary.

• Follows up with customer, providing precise and timely communication, until final delivery of solution.

• Documents complaint cases consistently and thoroughly to ensure accurate reporting

• Performs agreed and necessary communication to provided HP contacts. Alert of critical situations, initiating escalation when appropriate.


Key deliverables/accountabilities:

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

• Timely and accurate coordination of the administrative parts of the complaint process

• Build up and ensure a smooth cooperation with the country and EMEA CRT organizations.

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