About this role

Take inbound calls from HP’s Small & Medium Business customers to answer questions and provide help regarding orders, payment, shipping, and returns and replacements.
Place outbound calls to follow-up on cases that cannot be solved at first point of contact, correspond with customers through email regarding order status and/or order issues.
Resolve cases through collaboration with HP & HP partners regarding fulfilling orders and investigating and resolving order exceptions with order processing, payment processing, factory lead-times, fulfilment, shipping and claims.
Book replacement orders with customers due to declines, cancels or other order problems.
Inform customers of production changes and/or shipment delays.
Document all customer interactions using appropriate case management tool.
Work within the team and HP.com Store organization to identify and help validate and implement process improvement opportunities.

1 to 2 yrs of relevant call center experience in a customer-facing customer service or support role
Issue resolution expertise (problem solving & decision making)
Excellent, professional verbal and written communication skills
Strong Excel skills, experience with CRM applications a plus
Order Management systems knowledge (SAP, Oracle…)
Knowledge of computer & printing products
High school graduate (college degree or some college a plus)

Customer Service Representative I

Key skills