Customer Service Rep I
New
H
HPCustomer service
United StatesContractEntry
Salary not disclosed
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Job Details
- Experience
- 1 to 2 yrs of relevant call center experience
- Required Skills
- OracleSAPMicrosoft ExcelProblem SolvingCustomer service
Requirements
- Have 1 to 2 years of relevant call center experience in a customer-facing customer service or support role.
- Demonstrate issue resolution expertise, including problem solving and decision making.
- Have excellent, professional verbal and written communication skills.
- Have strong Excel skills.
- Have knowledge of order management systems such as SAP or Oracle.
- Have knowledge of computer and printing products.
- Be a high school graduate; college degree or some college is a plus.
- Be able to multitask while navigating multiple screens and applications and continuing a conversation.
- Maintain reliable and dependable attendance.
Responsibilities
- Take inbound calls from HP Small & Medium Business customers about orders, payment, shipping, returns and replacements.
- Place outbound follow-up calls on cases that cannot be resolved at first contact, and respond to customer emails about order status or issues.
- Collaborate with HP and HP partners to fulfill orders and investigate and resolve order exceptions.
- Book replacement orders when customers encounter declines, cancellations or other order problems.
- Inform customers about production changes and shipment delays.
- Document customer interactions using the appropriate case management tool.
- Identify, validate and help implement process improvements within the team and HP.com Store organization.
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