CRT Lead ECE

CRT Lead ECEDescription -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 differentiation.The CRT Lead is responsible for the supervision of activities and resources needed to support the day-to-day CRT operations in East & Central Europe. Ensure 100% of accurate & timely complaints logging and right level of service provided to customers through monitoring of team’s performance: ownership until full resolution, timely handling, driven by superior customer satisfaction, at a reasonable cost.Mission is to be the voice of the Customer to drive improvements across CS and to retain customer loyalty, by providing best-in-class complaints resolution.Job tasks/responsibilities:Lead by example a group of HP teams and Suppliers teams responsible for resolving customers’ complaints, mitigating the impact of the initial experience. Teams who are in direct contact with customers and partners (phone), keeping key internal & external stakeholders regularly updated until full case resolution, who will demonstrate sense of urgency, investigator mindset, advanced negotiation skills, provide end to end ownership and be the single point of contact.Act as an advisor on complex issue resolution with rest of team and supplier’s mentor.Maintain good knowledge of e2e support processes, ensure teams’ process adherence and consistent quality of complaint management, at right cost.Execute data quality checks to ensure consistency and accuracy of reporting, suppliers’ invoices check. Perform KPIs deep dive analysis, address gaps and deviations, plan actions and progress monitoring.Meet regularly with the CRT teams, local & EMEA, with Supplier’s management to review the performance, identify opportunities for improvements, and drive corrective actions across supporting functions.Maintain a smooth cooperation with other departments and functions that play a key role into delivering best in class customer experience (HP Country CS & leadership team, Finance and Legal departments, partners….)Be the Voice of the Customer through cross-team collaboration, best practice sharing & innovative approaches.All other legally permissible tasks requested by the line manager.Education and Experience Required: High School Diploma or higherPrevious relevant experience in a demanding 'customer facing' environmentWork experience from an international environment is an assetExperience and literacy of MS Office products (advanced user of Excel), PowerBIKnowledge of consumer laws applicable in country(ies) of supportKnowledge and Skills: Polish to be spoken as a native. Excellent English. Ability to demonstrate verbal and written communication. Other European languages will be an advantage.Customer-service minded approach, strong quality oriented, can-do attitudeDemonstrate common sense, show sense of urgency and creative problem solving.Excellent negotiation and soft skills, confident telephone mannerAble to work under pressure and maintain composure in difficult situationsPositive team player, with a high level of empathy, capable to work in a dynamic virtual team, eager to learn.Strong analytical skills, investigator mindset, strategic thinking, self-drivenDiplomatic , Assertive , Tenacious, good Listener.High level of planning and organizational skills.Demonstrate management capability.Genuine interest for technologyJob -ServicesSchedule -Full timeShift -No shift premium (Poland)Travel -Relocation -Equal Opportunity Employer (EEO) - HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement