Solution Management Center (SMC) Agent with French and English

Solution Management Center (SMC) Agent with French and English

Description -

Job scope/summary:

HP Inc. EMEA Customer Support organization is managing support delivery for HPI consumer & commercial customers, by delivering a superior Support Experience at a competitive cost, to retain customer loyalty. The Solution Management Center (SMC) is part of the overall EMEA CRT Organization which supports the CRT Front Office and other HP organizations in delivering the right solutions as per the agreement with customers.

Job specifics/responsibilities:

Launch and administrate the following solutions:

• Payments and Credit notes
• Direct and Indirect Material order mgt, including recommendation on replacement units
• Warranties entitlement
• Collection of defective material
• Get familiar and be able to operate on other core SMC processes, supporting different types of solutions in scope of the team's activities

• Assist the CRT SMC SMEs into training newcomers
• Identify and propose opportunities and solutions
• Execute data quality checks to ensure consistency
• Develop expertise and practical knowledge of applications within business environment
• Gradually expand scope to other team's activities, supporting new services and solutions
• All other legally permissible tasks requested by the line manager

To fulfil the role responsibilities, you will:

• Evaluate requests, log & trigger the solutions, apply follow through monitoring to ensure successful delivery of the solution, address corner situations with right contact across different partnering teams, act with agility and sense of urgency.
• Exercises independent judgment within defined parameters.
• Coordinate with the other departments to provide the best solution
• Keep your contacts regularly informed, be proactive
• Follow up on the successful completion of each case
• Work closely with rest of your team and Team Lead

Key deliverables/accountabilities:

• Timely and accurate execution of orders and follow through
• Timely communication with key stakeholders

Working relationships:

Internal

• Country CRT departments
• Supply chain teams (logistics, product owners)

External

• N/A

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:

• Fluent English language
• Fluent French language

Personal skills and qualities:

• Customer service mindset, can-do attitude.
• Good interpersonal and communications skills.
• Capable to work in a dynamic virtual team, good listener, and eager to learn.
• Good organizational, time management and planning skills.
• Basic ability to analyze disparate data to draw conclusions.
• Able to work under pressure and maintain composure in difficult situations.

Technical skills (procedures and documents the employee has to be acquainted with):

• Genuine interest for Technology
• Experience and literacy of MS Office products - Word, Excel, PowerPoint, Outlook

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Job -
Services

Schedule -
Full time

Shift -
Summarized Shift (Bulgaria)

Travel -
No

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.

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