Customer Solution Center Rep
Description -
Ideal Candidate:
12 Months in Senior (Associate 4) Job level
Willingness to work in rotating shifts and weekly offs
Zero HR Escalations or warning letters in the last six months
Excellent Knowledge in MS-Excel / PPT & Data Mining
Should have been part of Consumer/Commercial PC/Printer teams for at least 12 months
Solid process & Technical knowledge required
Responsibilities
HP Instant Ink Customer Operations Escalation Specialists are responsible for managing customer issues to closure or elevating to the next level within the HP Instant Ink Issue Management flow
Their primary responsibility is to manage tickets (i.e. CDAX, JIRA) originating from customer contacts to HP dedicated Instant Ink Support Centers across the globe
These escalations are customer issues that fall outside of the HP dedicated Instant Ink Support Centers troubleshooting and/or compensation guidelines
Independently resolves escalations of diverse complexity from our dedicated Instant Ink Support Call Centers based on defined business rules
Works on complex problems where analysis of situations or data require an in-depth evaluation of multiple factors
Reply to inquiries using either predefined response templates or individually crafted responses
Manage other inbound funnels reporting customer issues (HP Store, SmartApp, written correspondence sent with returned ink cartridges, etc.)
Assist in identifying whether customer found issues are “defects” in the enrollment flow or post enrollment experience
Make recommendations for improving customer service and first call resolution
Secondary responsibilities include triaging customer emails, written correspondence and other inbound funnels using predefined response templates or individually crafted responses
Skill set will need to include good command of the English language and excellent writing skills
Knowledge and Skills
Willingness to work in 24/7 environment
Ability to work independently and be accoun
📌 Customer Solution Center Rep (Bengaluru)
🏢 Hp
📍 Bengaluru