Customer Care Manager Benelux

Description -

HP, born in a garage and gone global with over 55.000 employees today.

HP Benelux is looking for a Customer Care Manager for the office in Sofia.

In this role you will be responsible to provide excellent customer service in the Benelux.

Your goal is to increase customer satisfaction, loyalty and retention. You are part of the Benelux support team and maintain intensive contact with the local sales department, HP internal teams and end customers. You ensure that all departments operate as a whole, where you support the customer care operation within the organization.

Your main responsibilities are solving Customer Service issues, help Sales/HP teams and customers find answers to their Support questions and leave a satisfied customer.

You will keep accurate records and documentation of the customer service actions and discussions so that we can analyze statistics and compile accurate reports.

You will be part of a larger Customer Support team overlooking all support activities for HP products.

• Providing help and advice to customers and HP internal teams (Sales, Category, Operations) regarding HP Customer support

• Communicating courteously with customers by telephone, email, and assist Sales if required face-to-face

• Develop deep knowledge of all Customer Support related processes and tools

• Act as local SPOC (Single-Point-of-Contact) for local HP Commercial organization

• Investigating and solving customers' issues, which may be complex or long-standing problems that have been passed on by customer service assistants, by elevating to the second line, escalation teams or other internal teams and following up on the resolution path, while keeping the customer and stakeholders informed

• Connect with and provide solutions with various HP departments such as Contact Centers, Repair partners, Supply Chain and many others

• Keeping accurate records of discussions or correspondence with customers

• Providing feedback to improve customer service experience

• Learning about our organization’s products or services and keeping up to date with changes

• Develop data reporting and insights on Customer Support

• Analyzing statistics or other data to determine the level of customer service you are providing

Requirements:

• 2+ years working experience in a (Technical) Customer Service environment is desirable

• Fluent English language skills (spoken and written)

• Dutch or French languages are considered an advantage

• Strong client-facing and communication skills

• Troubleshooting and multi-tasking skills

• Customer first mindset

• Degree in IT or IT knowledge is welcome but not mandatory

• Basic IT/PC knowledge required, Advanced technical skills is desired

• Strong excel skills needed

• Work location is Sofia (Bulgaria) – working from home is possible

We love our work environment and career growth journey. We think you will too:

• Inspirational and collaborative team that supports your growth

• Various 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 impact

What do we offer:

• Additional medical insurance

• Life insurance

• Additional days paid leave

• Food vouchers

• Wellness program (incl. Multisport cards)

* This is a temporary position.

At HP, the future is yours to create! What are you waiting for? Apply Now!

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.

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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