HP
Ariana, Ariana, Tunisia
CCC MPS VAS Technical Solutions Representative
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
Other requirements
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
Services
Full time
No shift premium (Tunisia)
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or read about your rights as an applicant under the law here: “
Know Your Rights: Workplace Discrimination is Illegal
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