• Customer Engagement Center Agent Jobs in Tunisia

  • HP Inc.
  • Tunisia

Job Description:

Customer Engagement Center Agent Save job Primary Location Ariana, , Tunisia At HP, talent is our criteria Join us in reinventing the standard for diversity and inclusion Bring your awesomeness, and just be you!

Job Description In the highly competitive and fast growing Printing and PC market where after sales support excellence is a major sales differentiator, HP CS develops, manages and supplies Warranty and Support Services to HP Customers by delivering a superior Customer Experience at a competitive cost

The Customer Engagement Center Agent manages currently open problems which encountered kinds of exceptions to the standard process flow Responsible for proper E2E handling and monitoring of all assigned exception cases Interfaces with customers and other functions within HP Inc with reference to Customer issues Will provide effective and timely support to HP customers for exception cases She/he is responsible for the proper handling of customer support cases in scope for the team, in compliance with all processes and work instructions

Job responsibilities

Exception Case management Take coordination ownership of customer cases highlighted as exception using appropriate tools & reports
Coordinate the resources in a proper manner to seek for customer case resolution Monitor and own the overall service event to its completion Record exception case progress and status as per defined system procedure (eg CEC Tasks)
Interact with Material Exception team, Call centers mentors, Customer escalation teams, Advanced Technical Specialist, and many other relevant internal resources
Timely elevate and/or escalate complex issues Work on customers escalations and follow up till resolution
Manage multiple tasks or cases simultaneously with minimal supervision
Keep case documentation as per requirements (eg via CDAX tasks mgt)

Customer interaction and proactive communication Keep Customers Informed on case development status, and as soon as the case is identified as exception case Provide information to solve customer problem for customer satisfaction Interact with the Customer to determine the best possible Customer solution depending on issue criticity and available alternatives
Review / Accept customer feedback related to customer case management If necessary initiate Senior Agent/Manager

Process improvement and documentation Provides regular and clear daily and monthly reporting
Participate in the process or quality improvement trainings
Provide feedback to the Management for his/her daily tasks Focus on the achievement of team goals for operational excellence
Meet the required quality/quantity of production work in accordance to requirements
Be compliant with all internal rules, policies, and procedures, and ensure performance as per all work instructions and/or orders (written or oral), legally assigned by the direct manager, by officials acting for the direct manager or by any manager of a hierarchical level higher than the direct manager

Education (degree) and professional experience required

High School/ Bachelor/ Master Degree
Professional experience At least two years as Call center, Response Center, escalation center Agent or relevant experience in a similar environment

Personal skills and qualities

Excellent customer skills, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution
Written and verbal fluency in our business environment English
Written and verbal fluency in the main customer support language French/English
Ability to handle difficult customers
Excellent oral and written communications skills Basic Presentation Skills
Positive attitude towards team members, customers, and partners Encourages outstanding team morale and maintains the highest ethical standards
Capable of being self-managed, be a team player, quality conscious, efficient, flexible and be eager to share and acquire knowledge
Analytical and problem-solving skills, Root Cause Analysis
Exceptional Case Handling
Time management skills and working with tough deadlines
Excellent planning and organization skills

Technical skills (procedures and documents the employee has to be acquainted with)

PGUs Product Lines Basic Knowledge
Case Handling/Tools/Processes
Excellent knowledge of the Business Processes (Customer Support process flows,/ internal&external Resource Management/Escalation)
Good computer literacy (MS Office, MS CRM dynamics)

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : IT-Hardware/Networking
Functional Area : Production/Manufacturing/Maintenance/Packaging
Role : Production/Manufacturi ng/Maintenance
Salary : As per Industry Standards
Deadline : 18th Mar 2020

Key Skills:

Company Profile:

HP Incarfix

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