【招聘信息】慧与中国 Hewlett Packard Enterprise (China) Co., Ltd.工作地点广州

Sophia_Suen

Business Unit: HPE PointNext
Department: Customer Solution Center
Job Title: Customer Access

Job Description

Liaise with internal and external Customers on a full time basis via the telephone, ensuring accurate data capture and excellent Customer communications. Screen Customer service requests using multiple tools and informational databases. Route the calls to the appropriate resource using call routing tools. Process and log calls, following established procedures and standard guidelines.

Responsibilities

• Take inbound Customer service requests and status updates with SLA targets.
• Receive, log, and update service calls on computerised call tracking systems, ensuring the call is logged properly in regard to procedures.
• Verify service entitlements and customer product or system type model.
• Maintain current information (electronic or hard copy) on current Customer Agreement for call logging procedures.
• Determine location of support resolution, and route service requests to appropriate resource.
• Elevate critical calls and customer satisfaction issues to a Team Leader.
• Liaise with personnel both within and outside of the Global Delivery Organisation.
• Using reference tools and databases search for customers’ details and determine warranty/contract status enabling efficient progress of service call all. When encountering difficulties in establishing warranty/contract status, follow Call Validation process.
• At point of call logging, ensure that the data in informational databases complies with the customer’s expectations of response times and/or warranty/contract levels. If incorrect, pass to the Validation Team to validate or correct any contract/warranty details.
• Provide effective back up for Team members and assist in training new staff members.
• Escalate call handling and/or procedural issues as required.
• Re-log of manual calls into call handling database following system down situation.
• Log cases based on the information Engineers provided in systems. And verify the necessary information using tools.

Areas of Decision Making

• Select appropriate Call Routing solution for Customer service requests
• Advise Business Support Desk of call Data discrepancies
• Take initiative to escalate issues as appropriate

Success Measurement

Accuracy of Call logging/data entry
Availability to take queue calls
Ability to meet service levels
Customer Satisfaction
Team Unity and support

Performance Competencies
Non Technical
Good speak, listen in Cantonese
Good speak, listen read and write in English
Professional Communication skills
Performance under pressure
Interpersonal communication skills
Flexible approach to teamwork
Accuracy & attention to detail
Reliable in presence & punctuality
Professional telephone technique
Technical
Data Entry & Keyboard skills
Basic Product knowledge
Basic technical terminology
Microsoft product familiarity

Qualifications
Education and Experience Required:
• College education or equivalent, major not limited.
• To adequately perform the duties of the job individuals must possess a minimum of 6 months to 1 year general experience, or equivalent college level education.
Knowledge and Skills:
• Superior communication skills both written and verbal
• Experience in customer facing role either remote or face to face
• Understands internal processes and tools
• Computer proficiency
• Problem solving skills
• Accuracy in data entry
• Excellent fluency in language to be supported
• Experience in a phone based remote role
• Familiarity with computer technology
• Time management skills
• Oversee compliance with operating procedures and standards

Desirable:
• Knowledgeable in call routing and case management processes as well as case logging systems and obligation systems

Job - Services
Primary Location - China-Guangdong-Guangzhou
Schedule - Full-time
Shift - Day Job
Travel - No

有意者请将简历发送至Sophia小姐邮箱：ruiqin.sun@hpe.com