Customer Relations Team - Health & Safety Subject Matter Expert

Customer Relations Team
- Health & Safety Subject Matter Expert

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:

• 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…