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Customer Service Rep II

Mumbai, MH
Job Code:
  • IT
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Job Details

Provide professional solutions to hp end-users, dealers and service providers originating from unresolved escalated case issues received viatelephone and written correspondence. Provide an escalation link for hp field employees, executives and channel regarding customer satisfaction issues includingavailability, price dissatisfaction, product safety issues, complaints with hp and/or its representatives, and complaints regarding an authorized dealer or channel. Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives. Works on problems / projects of diverse complexity and scope. Exercises independent judgment within generally defined policies and practices to identify and select a solution. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Ability to handle most unique situations. May seek advice in order to make decisions on complex business issuesQualificationsEducation and Experience RequiredTypically a Bachelors degree or equivalent experience and 4-6 years related experience or Master s degree and 2-4 years experience. 4-6 years related experience in a telephone support position in a service or end-user support environment. 2 years experience in the microcomputer industry. Technical training in hp or other manufacturers product lines. Knowledge and Skills RequiredWorking knowledge of the field of Customer Relations. Excellent verbal communication and customer service skills. Intermediate-level knowledge of operating systems software. Demonstrated writing/correspondence skills. Experience and demonstrated presentation skills. Knowledge of legal ramifications/conflicts in Customer Relations environment such as consumer rights and manufacturers warranty responsibility
Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Sc. (Science)

Experience: 4-6


Any Process - Both BPO Type | Technical Process | Telemarketing | Voice Process - Both BPO Type
Applying for this job will take you to an external site


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