Customer Relations Team - Health & Safety Risk Manager

HP•Rio Rancho, NM

About The Position

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 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.

Requirements

High School Diploma or higher
Previous relevant experience in a demanding 'customer facing' environment
Excellent communicator, problem solving ability, good at negotiation and soft skills, confident telephone manner
Customer-service minded approach, strong quality oriented, can-do attitude
Able to work under pressure and maintain composure in difficult situations
Ability to exercise independent judgment within defined practices and procedures to determine appropriate action, whilst establishing and maintaining empathy with the customer
Ability to evaluate unique customer circumstances and make recommendations to business decision makers.
Demonstrate common sense, apply best judgment.
Be proactive, work on complaints prevention
Eagerness to learn and improve, good listener, conscientious
Meet commitments made to external and internal customers
Positive team player, capable to work in a dynamic virtual team
Ability to plan
HP’s standard policies and rules (standards of business conduct etc.)
Customer complaint management processes as per CRT process documentation
Experience and literacy of MS Office products - Word, Excel, PowerPoint, Outlook

Nice To Haves

Work experience from an international environment is an asset

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
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 a 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.
Appropriate Quality Assessments that allow us to measure the quality of CRT services and define improvement actions when required