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Customer Relations Specialist with Slovenian/Croatian

Apply Job ID 3049451 Primary Location Sofia, , Bulgaria Date posted 08/14/2019

At HP, we believe in the power of ideas to put technology to work for everyone. And we believe that ideas thrive best in a culture of teamwork. We trust anything can be achieved if you really believe in it, and we will invest in ideas to change lives and the way people work. At HP we work across borders, and without limits. We form global virtual teams, to professionally serve our customers, implement projects to achieve business growth, solve business issues and meet personal goals. Everyone is valued for the unique skills, experiences and perspectives they bring.

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 Customer Relations Specialist 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.

Job specifics/responsibilities:

  • Retain customer loyalty through pro-active customer engagement and by providing best-in-class complaints resolution.
  • Be the Voice of the Customer to drive improvements across CS.
  • 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 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.
  • Provide administrative support to the local country CRT organization
  • Execute data quality checks to ensure consistency and accuracy of reporting
  • All other legally permissible tasks requested by the line manager
  • Follow up on the successful completion of each case

Key deliverables/accountabilities:

  • Logging the complaint and triggering proactive actions to ensure that the customer 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 end-to-end (E2E) case process
  • Build up and ensure a smooth cooperation with the country and EMEA CRT organizations, as well as with other departments to deliver best in class customer experience.

Education (degree) and professional experience required:

  • High School Diploma or higher
  • Previous relevant experience in a demanding 'customer facing' environment
  • Work experience from an international environment is an asset

Other requirements:

  • Excellent level of Slovenian/Croatian language (C1 level preferably)
  • Fluent level of English (B2 level)
  • One or several additional European languages (French, Spanish, and Italian) will be considered as an advantage

Personal skills and qualities:

  • Excellent communication skills. Ability to demonstrate outstanding verbal and written communication. Good knowledge of country cultural environment
  • Excellent 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

Technical skills:

  • Experience and literacy of MS Office products - Word, Excel, PowerPoint, Outlook

We’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!

This is to inform you that HP Inc. Bulgaria EOOD (“HP”) is personal data controller. Some of the information that you provide voluntarily is personal data and falls under the protection regime under the General Data Protection Regulation and the Bulgarian Personal Data Protection Act. The personal data provided by you will be processed for the purposes of the selection process as well as in respect of any future contract of employment between you and HP. HP takes the responsibility to handle, use and store your personal data, ensuring its protection and confidentiality.