CCC MPS VAS Technical Solutions Representative

CCC MPS VAS Technical Solutions Representative Description - Job responsibilities   Logs the call in to a data base   Ensures that the customer is entitled to the service, validate customer contract details   Manages the service requests and inquiries of customers through different access channels   Manages customer expectations and identifies customer problems   Performs re-entitlement and clarification   Contact the customer in case clarifications are needed   Monitors the service event through completion for compliance.   Handles timely elevation and/or escalation, when get complex problems   Coordination of support activities and planning and dispatching of HP resources   Participates in projects for process or quality improvements.   Provide feedback for operational excellence.   Manages multiple tasks or cases simultaneously with minimal supervision       Key deliverables   Process descriptions are strictly followed   Focus on customer satisfaction   Ensure all incoming phone calls are answered on time (SLA)   Worked out cases in given timeframes (Turn-Around-Time)   Ensure cases are worked out according to the quality criteria and requirements   Personal targets are achieved   Strictly follows company policies, procedures and Standards of Business Conduct       Education & Qualification   High School: completion of post primary level education prior to university study         Other requirements   Excellent language skills, depending on the scope: English /Italian/F rench       Personal skills and qualities   Excellent verbal and written communication    English /Italian/F rench   Team worker   Ability to work under pressure   Excellent analytical, soft-skills and problem-solving skills       Job - Services Schedule - Full time Shift - No shift premium (Tunisia) 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. For more information, review HP’s   EEO Policy or read about your rights as an applicant under the law here: “ Know Your Rights: Workplace Discrimination is Illegal "