Job Description

Customer Experience Professional

Description -

Description -

Applies developed subject matter expertise to solve common and complex business issues within established guidelines and recommends fair and appropriate alternatives based on root cause analysis.

Works on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Exercises independent judgment within generally defined policies and practices to identify and execute a solution. Ability to handle most unique situations. May seek advice in order to make decisions on complex business issues.

Responsibilities:

• Support HP Executive Leadership Team and Executive Administrative Assistants as your primary customers.
• Following 8D methodology, identify and may resolve complex customer and business issues
• Owning global product warranty and policy issues and resolution. Includes driving investigations through to resolution with partners (GBUs, regional partners, HHO, Legal, Fraud and Brand Protection, Engineers, Instant Ink, Smart Friend, Carriers, including any partner across the supply chain).
• Successfully resolve complaint related issues from incoming internal or external businesses and end user's contacts and proactive notification systems.
• Respond to service, product, technical, and customer- relations questions on subjects such as policy, safety, features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical). .
• Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision- making process.
• Concise and effective communication, both verbal and written, to all levels of management.
• Add clear and accurate case information to corporate customer database(s).
• May be called upon to represent HP team in Small Claims Court.
• Partners and interface with HP entities and teams such as HP Executive Committee, Legal, Brand Protection, Board of Directors, Executive Admin Assistants, Corporate and Global Security Teams, Marketing, Global Social Care, Corporate Public Relations, etc.
• Weekend and holiday On-call coverage as required. Ability to work non-standard hours/shift.

Education and Experience Required:

• Working knowledge of HP commercial/consumer products is desirable
• Strong knowledge and proven experience in 8D Methodology and GAP/root cause analysis
• Experience in handling customers to closed-loop resolution at least three years preferred
• Strong proficiency in office technology
• Exceptional communication skills (verbal/written)
• Ability to work independently and as a member of a dedicated remote team
• Confident and proven telephone manner

Education and Experience Required:

• Vocational: apprenticeship/certification completion. May be technical or non-technical. May include on- the-job training in addition to studies. In some locations, completion may be recognized by diploma. Advanced programs may be 2+ years. Associate degree: first attainable degree at the post-high school level. Typically 2 year completion beyond High School level (i.e., Associate of Arts, GCE 'A' level (Singapore), etc.) or equivalent experience. BA/BS or equivalent experience preferred.
• Bachelor's degree preferred, in either a technical or business discipline or equivalent experience.
• Typically, 3-5 years' experience in relevant technologies and customer environments.
• Relevant industry qualification where applicable.

Knowledge and Skills:

• Strong understanding of company organization, policies and product knowledge.
• Excellent verbal and written communication skills, a passion for customer service, strong technical aptitude, resourcefulness and flexibility.
• Ability to lead/manage projects to improve systems and internal processes.
• Ability to work across several entity databases with accurate level of detail, including data analysis.
• Advanced judgment, negotiation, problem solving, and customer de-escalation skills.

Job - Quality

Schedule - Full time

Shift - No shift premium (India)

Travel -

Relocation -

EEO Tagline -

HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.