Customer Care Manager Benelux - Diegem, België - Hewlett Packard

Hewlett Packard

Geverifieerd bedrijf

Diegem, België

4 weken geleden

Geplaatst door:

Sophie Dubois

beBee Recruiter

Beschrijving

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

HP Benelux is looking for a Customer Care Manager for the office in Belgium or Netherlands.

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.
Develop deep knowledge of all Customer Support related processes and tools.
Act as local SPOC (Single-PointofContact) for local HP Commercial organizati
on.
Investigating and solving customers' issues, which may be complex or longstanding 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.
Analysing statistics or other data to determine the level of customer service you are providing.

Requirements:

13 years working experience in a (Technical) Customer Service environment is requested.
Fluent writing and speaking in Dutch and English is required, French is desirable.
Strong clientfacing and communication skills
Troubleshooting and multitasking 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
Primary work location is Brussels (Belgium) or Amstelveen (Netherlands) working from home is possible.

If you think this role suits you and your ambition, please do get in touch with us. We would love to hear from you.

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