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Customer Relations Team Solution Management Center Mentor

1.00 to 10.00 Years   Tunisia   03 Feb, 2023
HP - United Arab Emirates
1 Jobs Openings
Job LocationTunisia
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther Business Support Services
Functional AreaNot Mentioned

Job Description

HP Inc. EMEA Customer Support organization is managing support delivery for HPi consumer & commercial customers, by delivering a superior Support Experience at a competitive cost, to retain customer loyalty. The Solution Management Center (SMC) is part of the overall EMEA CRT Organization and support CRT Front Office teams in delivering agreed solutions with customers. The SMC Mentor role is to support the rest of the SMC on solutions in scope, advising operationally, and running improvement initiatives via change and process management.Job specifics/responsibilities:Operations:

  • Develop expertise and practical knowledge of solutions in team?s scope: Payments and Credit notes, Material order mgt, Costs registration and reporting of solutions, Warranties entitlement, Wholesalers orders, Collection of defective material, Support new services and solutions
    • Evaluate requests, log & trigger the solutions, apply follow through monitoring to ensure successful delivery of the solution, address corner situations with right contact across different partnering teams, act with agility and sense of urgency.
    • Exercises independent judgment within defined parameters.
    • Coordinate with the other departments to provide the best solution
    • Keep contacts regularly informed, be proactive
    • Follow up on the successful completion of each request
  • Act as first point of escalation for agents
  • Ensuring that stakeholders? needs are met.
Analysis and continuous improvement initiatives:
  • Report on metrics to measure agents results, run analysis, address deviations
  • Perform Quality Assurance analysis, ensure process adherence
  • Assess training needs (including regular refreshers) for agents
  • Provide suggestions and communicate to different levels of stakeholders
Team mentoring:
  • Onboard newcomers, assist the SMC CoE into training
  • Maintain good knowledge of e2e support processes and ensure linkage with other teams
  • Have regular team meetings, and agent 1/1, to
    • Maintain a good spirit in the team, coach, arbitrate, motivate and act as a role model
    • Communicate and implement changes in processes and guidelines
    • Share & discuss the performance
  • Meet regularly with the SMC supervisor: operational review, make suggestions, propose initiatives, identify opportunities for improvements, and drive corrective actions.
  • All other legally permissible tasks requested by the line manager
About HP You?re out to reimagine and reinvent what?s possible?in your career as well as the world around you.So are we. We love taking on tough challenges, disrupting the status quo, and creating what?s next. We?re in search of talented people who are inspired by big challenges, driven to learn and grow, and dedicated to making a meaningful difference.HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.Our history: HP?s commitment to diversity, equity and inclusion ? its just who we are.From the boardroom to factory floor, we create a culture where everyone is respected and where people can be themselves, while being a part of something bigger than themselves. We celebrate the notion that you can belong at HP and bring your authentic self to work each and every day. When you do that, you?re more innovative and that helps grow our bottom line. Come to HP and thrive!

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