Hewlett Packard Enterprise Company Customer Relations Agent-German in Sofia, Bulgaria

Customer Relations Agent-German

Job Description:

Job specifics/responsibilities: (specific day to day responsibilities and duties of the role)

The responsibilities will include one or more of the following:

  • Receive customer complaints (via email/phone/CRM /VOC/Social networks) to enable effective resolution of the customer’s concern, ensuring that the concerns are captured accurately and in a timely manner

  • Verify the request details with the customer

  • Ensure timely and accurate complaint coordination with the internal and external customers

  • Solve common and complex business issues within established guidelines and recommends appropriative alternatives

  • Follow up on the successful completion of each case with the internal and external customers

  • Balance HPE’s legal obligations and the cost of retaining a customer against the value of their goodwill, loyalty, and satisfaction such that a return is created.

  • Work on possible improvements within the CRT processes or/and outside the CRT group

  • Keep results as close as possible to CRT targets

  • Identify possible sales opportunity

  • Prepare the reports requested by HPE within the timelines

  • Log the complaint in CRM and ensure that the customer receives the right level of service.

  • Exercise independent judgment within defined practices and procedures to determine appropriate action.

  • Apply intermediate subject matter knowledge to solve common and complex business issues within established guidelines and recommend appropriate alternatives. Work on problems of diverse complexity and scope.

  • Timely and accurate coordination of the administrative parts of the complaint process

  • Act as focal point for customer (internal and/or external) and perform regular follow up

  • Qualify and identify a variety of customer issues and record them onto a database, and take ownership for achieving full resolution with the customer.

  • Act as an informed team member providing analysis of information and limited project direction input

  • Evaluate unique circumstances and make recommendations

  • Provide feedback and reporting to relevant departments to trigger complaints prevention and process improvement

Education (degree) and professional experience required:

  • Typically a Bachelor’s degree or equivalent experience and 2-4 years related experience or Master’s degree and up to two year experience.

Other requirements: (language and certification requirements, different than formal education)

  • Fluent in written and verbal English and local customer language (depending on the geography in scope)

Personal skills and qualities:

  • Excellent language skills: local customer language (depending on the geography in scope) and English languages. Ability to demonstrate verbal and written communication.

  • Good knowledge of the related country cultural environment

  • Demonstrate verbal communication and customer service skills

  • Demonstrate writing/correspondence skills

  • Proactive and able to work under pressure

  • Knowledge of legal ramifications/conflicts in Customer Relations environment, local infrastructure around HPE's products and services

  • 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

  • Eagerness to learn and improve

  • Capability to work in WW virtual team, International experience

  • High level of planning and organizational skills

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

  • HPE’s standard policies and rules (standards of business conduct, manufactures’ warranty responsibility etc.)

  • Customer complaint management processes as per CRT process documentation

  • Basic technical training in HPE EG products lines

  • MS Office

We offer a challenging role including:

  • Continuous technical training and certification opportunities

  • Great opportunity for professional development in the IT field

  • Flexible working time

  • Part of a team that has established itself as a preferred partner for Hi-tech Services & Support throughout EMEA

  • Competitive remuneration package

  • Medical insurance

  • 4 days additional paid leave (total: 24 days)

  • Food vouchers

  • Opportunity to use free HPE parking

  • Life insurance

  • Wellness program

  • HPE badge program including various discounts for products and services

  • Work-life balance program including free legal, financial and psychological consultation

Thanks for taking the time to review our job, if you think it is a match to your experience and interests please apply — we are eager to learn more about you! If you know a friend who may be a fit for the job please refer them. Please submit your application in English. Only shortlisted candidates will be contacted.

This is to inform you that Hewlett Packard Enterprise GDBC EOOD (HPE) is registered as an administrator of personal data to the Commission for Data Protection. Some of the information that you provide voluntarily is personal information and falls under the special protection regime under the Law on Personal Data Protection. The personal data provided by you will be processed for the purposes of the selection process as well as for the realization of the legitimate interests of the data controller in respect of any future contract of employment. HPE takes the responsibility to handle, use and store your personal data, ensuring its protection in secret from the third parties. We inform you and you agree that HPE may provide your personal data to government, municipal institutions, banks, companies, corporate bodies and individuals, where such obligation exists under a special legal provision, where it is necessary for realization of your rights and legal interests as a participant in the selection process, and when it is necessary to realize the legitimate rights and interests of HPE. HPE can provide your personal information to corporate bodies and individuals who are assigned to actions and activities relating to the selection process and in respect of any future contract of employment.

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.

Job:

Services

Job Level:

Entry

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.

Hewlett Packard Enterprise

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Some of our customers run traditional IT environments. Most are transitioning to a secure, cloud-enabled, mobile-friendly infrastructure. Many rely on a combination of both. Wherever they are in that journey, we provide the technology and solutions to help them succeed.

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The Hewlett Packard Enterprise Standards of Business Conduct (SBC) embody the fundamental principles that govern our ethical and legal obligations to Hewlett Packard Enterprise. They pertain not only to our conduct within the company but also to conduct involving our customers, channel partners, suppliers and competitors.

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Hewlett Packard Enterprise provides equal employment opportunity to any employee or applicant without regard to sex, gender, color, race, ethnicity, religion, creed, national origin, ancestry, citizenship, age, marital status, sexual orientation, gender identity and expression, physical or mental disability, medical condition, pregnancy, protected veteran status, uniformed service status, familial status, genetic information, political affiliation, or any other characteristic protected by federal, state, or local law.

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Accessibility

Hewlett Packard Enterprise is committed to working with and providing reasonable accommodation to qualified individuals with physical and mental disabilities. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please e-mail globaltalentacquisition@hpe.com.

Note: This option is reserved for applicants needing a reasonable accommodation related to a disability.