Service Center AgentThis role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office.Who We Are:Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.Job Description:HPE Services is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you.Job Family Definition:Provide professional solutions to the company end-users, dealers and service providers originating from unresolved escalated case issues received via telephone and written correspondence. Provide an escalation link for the company field employees, executives and channel regarding customer satisfaction issues including availability, price dissatisfaction, product safety issues, complaints with the company and/or its representatives, and complaints regarding an authorized dealer or channel.Management Level Definition:Applies intermediate level of subject matter knowledge to solve a variety of common business issues. Works on problems of moderately complex scope. Acts as an informed team member providing analysis of information and limited project direction input. Exercises independent judgment within defined practices and procedures to determine appropriate action. Follows established guidelines and interprets policies. Evaluates unique circumstances and makes recommendations.What you’ll do:Detailed responsibilities:
Timely manages the service requests of customers through different access channels. Verifies the request details with the customers.
Coordinates the resources in a proper manner to the client.
Keeps Customers Informed on case development status. Provides information to solve customer problem for customer satisfaction.
Reviews/Accepts customer feedback related to customer entitlement & case management. If necessary, initiates Senior Agent/Manager review.
Timely elevates and/or escalates complex issues. Works on customers escalations.
Participates in process or quality improvement trainings.
Manages multiple tasks or cases simultaneously with minimal supervision.
Follows up the successful completion of each case.
Keeps case documentation as per requirements.
Meets the required quality/quantity of production work in accordance to the team targets.
Meets the deadlines and keeps the service level agreements.
Compliant with all internal rules, policies and procedures, and ensure performance as per all work instructions and/or orders (written or verbal)
Key deliverables/accountabilities:
Customer Satisfaction
HPE processes and procedures are well known
Cases are properly handled, following the SLA in accordance to JP ODCM KPIs
What you need to bring:Education and Experience Required:
JLPT(Japanese Language Proficiency Test) N1 or N2 certification is mandatory
Typically a Bachelor's degree or equivalent experience and 2-4 years related experience or Master's degree and up to two 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 the company or other manufacturers' product lines.
Knowledge and Skills:
Working knowledge of the field of Customer Relations.
Demonstrated verbal communication and customer service skills.
ntermediate-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 Skills: Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Contacts, Customer Experience Strategy, Customer Service, Customer Solutions, Data Analysis Management, Data Collection Management, Data Controls, Design Thinking, Empathy, External Customers, Follow-Through, Growth Mindset {+ 8 more}What We Can Offer You:Health & WellbeingWe strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.Personal & Professional DevelopmentWe also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.Diversity, Inclusion & BelongingWe are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.Let's Stay Connected:Follow on Instagram to see the latest on people, culture and tech at HPE.#india#servicesandsupportJob: ServicesJob Level: IntermediateHPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: .Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.
