Customer Relations Specialist with German and English

Customer Relations Specialist with German and EnglishDescription -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 role of the Customer Relations Specialist 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 CS.  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. Demonstrate sense of urgency. Provide end to end ownership of the case and single point of contact for customer. Work with local country CRT organization and other HP or partner business entities as required to help with case resolution. Provide administrative support to the local country CRT organization Execute data quality checks to ensure consistency and accuracy of reporting All other legally permissible tasks requested by the line manager Follow up on the successful completion of each case Signal process issues and indicate possible solutions to HP CRT Team Lead.   Key deliverables/accountabilities: Logging the complaint and triggering proactive actions to ensure that the customer receives the right level of service.  Qualify and identify a variety of customer issues and record them onto a database and take ownership for achieving full resolution with the customer.  Timely communication with customers – primarily by phone with email as a secondary medium. Timely and accurate coordination of the administrative parts of the E2E case process Build up and ensure a smooth cooperation with the country and EMEA CRT organizations, as well as with other departments to deliver best in class customer experience. Education (degree) and professional experience required: High School Diploma or higher Previous relevant experience in a demanding 'customer facing' environment Work experience from an international environment is an asset Other requirements: Excellent level of German language (C1 level). Ability to demonstrate verbal and written communication  Fluent level of English (B2 level). Ability to demonstrate verbal and written communication  One or several additional European languages (French, Spanish, and Italian) will be considered as an advantage. Personal skills and qualities: Excellent communication skills. Ability to demonstrate outstanding verbal and written communication. Good knowledge of country cultural environment.  Excellent problem-solving ability, good at negotiation and soft skills, confident telephone manner Customer-service minded approach, strong quality oriented, can-do attitude Able to work under pressure and maintain composure in difficult situations Ability to exercise independent judgment within defined practices and procedures to determine appropriate action, whilst establishing and maintaining empathy with the customer Ability to evaluate unique customer circumstances and make recommendations to business decision makers. Demonstrate common sense, apply best judgment. Be proactive, work on complaints prevention Eagerness to learn and improve, good listener, conscientious Meet commitments made to external and internal customers Positive team player, capable to work in a dynamic virtual team Ability to plan Technical skills: Experience and literacy of MS Office products - Word, Excel, PowerPoint, Outlook We love our work environment and career growth journey. We think you will too:Inspirational and collaborative team that supports your growthVarious future career paths that foster your development in various fields (e.g. contract and customer relationship management, business analysis, DATA & Automation, process design and optimization, new systems integration, project management, trainings, leadership etc.)The great professional exposure with a wide range of collaborators (e.g. corporate clients, business sales functions, higher management) empowers you to have a meaningful impactWe’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!This is to inform you that HP Inc. Bulgaria EOOD (“HP”) is personal data controller. Some of the information that you provide voluntarily is personal data and falls under the protection regime under the General Data Protection Regulation and the Bulgarian Personal Data Protection Act. The personal data provided by you will be processed for the purposes of the selection process as well as in respect of any future contract of employment between you and HP. HP takes the responsibility to handle, use and store your personal data, ensuring its protection and confidentiality.Job -ServicesSchedule -Full timeShift -Summarized Shift (Bulgaria)Travel -Relocation -EEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.