Customer Relations Specialist with English and Turkish

Customer Relations Specialist with English and TurkishDescription -Job scope/summary:EMEA Customer Relations Team is safeguarding the HP brand by providing the right experience for every customer at the right cost through prevention, proactive care, and differentiationThe role of the Customer Relations Professional is to retain/recover customer loyalty by providing professional support, in the local language, to HP customers, Channel Partners and service providers to ensure effective and efficient resolution of customer complaints, and to provide an escalation link for HP field employees and executives regarding customer satisfaction issues.Job specifics/responsibilities:Retain customer loyalty through pro-active customer engagement and by providing best-in-class complaints resolution.Be the Voice of the Customer to drive improvements across Customer Support.Receive customer complaints and trigger proactive actions via CRM tools/email/phone/letter/fax, ensuring that the concerns are captured accurately and in a timely manner.Verify the request details with the customer. Investigate the case (rebuild the story), coordinate with other teams to identify action plan and best course of resolution in a timely manner and within cost constraints.Keep customer, as well as key internal stakeholders, regularly updated until full case resolution.Work with local country Customer Relations Team organization and other HP or partner business entities as required to help with case resolution.Provide administrative support to the local country Customer Relations Team organization.Execute data quality checks to ensure consistency and accuracy of reporting.Follow up on the successful completion of each case.Signal process issues and indicate possible solutions to HP Customer Relations Team Lead.Assist the HP Customer Relations Team Lead into training newcomers.Key deliverables/accountabilities:Ensure 100% of accurate complaints logging and right level of service provided to customers: E2E ownership and keep customer/stakeholders informed until full resolution, timely handling, driven by superior customer satisfaction, at a reasonable cost. Be proactive, work on complaints prevention.Timely and accurate coordination of the administrative parts of the complaint processMaintain a smooth cooperation with other departments and functions that play a key role into delivering best in class customer experience (i.e. HP Country leadership team, EMEA Customer Relations Team Management, Finance and Legal departments, suppliers, partners etcEducation (degree) and professional experience required:High School Diploma or higherPrevious relevant experience in a demanding 'customer facing' role is essentialWork experience from an international environment is an asset, in a virtual team, an advantageOther requirements:Fluent level of English (both written and verbal)Fluent level of Turkish (both written and verbal)Another European language could be an advantage.Personal skills and qualities:Good knowledge of country cultural environmentExcellent communicator, problem solving ability, good at negotiation and soft skills, confident telephone mannerCustomer-service minded approach, strong quality oriented, can-do attitude, investigator mindsetAble to work under pressure and maintain composure in difficult situationsAbility to evaluate unique customer circumstances and make recommendations to business decision makers; demonstrate common sense, as well as sense of urgency and creativity, apply best judgmentBe proactive, work on complaints prevention and propose corrective actionsDiplomatic, assertive, tenaciousEagerness to learn and improve, good listener, conscientiousMeet commitments made to external and internal customersSelf-motivated positive team player, can work largely unsupervised in a virtual environmentGood level of planning and organizational skillsTechnical skills (procedures and documents the employee must be acquainted with):HP’s standard policies and rules (standards of business conduct etc.)Customer complaint management processes as per process documentationKnowledge of Consumer Rights rules in countries of supportExperience and literacy of MS Office products - Word, Excel, PowerPoint, OutlookWe’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!#LI-POSTJob -ServicesSchedule -Full timeShift -No shift premium (Türkiye)Travel -NoRelocation -NoEEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.