The Solution Management Center (SMC) is part of the HP EMEA Customer Relations Organization (CRT). The SMC representative supports the CRT Front Office teams in resolving the customer problem and delivering right solutions as per the agreement with customers.

Job specifics/responsibilities:
 

Launch and administrate the following solutions:

Payments and Credit notes

Direct and Indirect Material order mgt, including recommendation on replacement units

Warranties entitlement

Collection of defective material

Support new services and solutions

All other legally permissible tasks requested by the line manager

To fulfil the role responsibilities, you will

Evaluate requests, log & trigger the solutions, apply follow through monitoring to ensure successful delivery of the solution, address corner situations with right contact across different partnering teams, act with agility and sense of urgency.

Exercises independent judgment within defined parameters.

Coordinate with the other departments to provide the best solution

Keep your contacts regularly informed, be proactive

Follow up on the successful completion of each case

Work closely with rest of your team and Team Lead

Education (degree) and professional experience required:

High School Diploma or higher

Previous relevant experience in contact center environment

Other requirements:

Excellent command of written and oral English (C1 level Certification)

Additional European languages will be considered as an advantage.
 

Personal skills and qualities:

Self-motivated team player

Customer service mindset, can-do attitude and a lot of common sense

Attention to details, focus

Good interpersonal and communications skills.

Good organizational, time management and planning skills.

Able to work under pressure

Capable to work in a dynamic virtual team, and eager to learn.

Technical skills (procedures and documents the employee must be acquainted with):

Genuine interest for Technology

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

SAP knowledge will be considered as an advantage