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"