CCC MPS VAS Technical Solutions Representative

CCC MPS VAS Technical Solutions Representative

Description -

Job responsibilities

• Logs the call in to a data base

• Ensures that the customer is entitled to the service, validate customer contract details

• Manages the service requests and inquiries of customers through different access channels

• Manages customer expectations and identifies customer problems

• Performs re-entitlement and clarification

• Contact the customer in case clarifications are needed

• Monitors the service event through completion for compliance.

• Handles timely elevation and/or escalation, when get complex problems

• Coordination of support activities and planning and dispatching of HP resources

• Participates in projects for process or quality improvements.

• Provide feedback for operational excellence.

• Manages multiple tasks or cases simultaneously with minimal supervision

Key deliverables

• Process descriptions are strictly followed

• Focus on customer satisfaction

• Ensure all incoming phone calls are answered on time (SLA)

• Worked out cases in given timeframes (Turn-Around-Time)

• Ensure cases are worked out according to the quality criteria and requirements

• Personal targets are achieved

• Strictly follows company policies, procedures and Standards of Business Conduct

Education & Qualification

• High School: completion of post primary level education prior to university study

Other requirements

• Excellent language skills, depending on the scope: English/Italian/French

Personal skills and qualities

• Excellent verbal and written communication   English/Italian/French

• Team worker

• Ability to work under pressure

• Excellent analytical, soft-skills and problem-solving skills

Job -

Services

Schedule -

Full time

Shift -

No shift premium (Tunisia)

Travel -

Relocation -

Equal Opportunity Employer (EEO) -

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"