Dispatch agent with English

Job Description

As part of the Sofia Dispatch Team the ODCM provides effective and timely 24x7 remote support to HP customers. She/he is responsible for the proper handling of case types in scope for the team in compliance with all processes and work instructions within Dispatch Organization; liaises with customers and other functions within HP with reference to Customer issues. Direct report to RC Team Manager and functional report to Senior Agent (Exceptions Specialist)/Process Specialist.

Responsibilities

• Provide customer service to both external and internal customers in a timely and professional manner by interacting over the telephone and corresponding via email or Skype for Business
• Process all customers request via various channels
• Verification of customer details and information in the SFDC
• Escalates complex issues to senior management
• Documents all cases as per requirements
• Comply with all internal rules policies and procedures and ensure performance as per all work instructions
• Be Available for collaboration with colleagues and management
• Make call backs on existing cases
• Perform Backlog management of cases
• Perform Calls with Duty Managers when needed
• End to End organization and follow-up on delivery of parts
• Keep constant collaboration with field engineers (via Click) customer management service delivery management via different communication channels
• Constant collaboration with other internal and external teams - Supply Chain CSC CDS GSD Carriers (DHL Rico UPS)
• Fulfil daily case report
• Participate in weekly/monthly operational team meetings
• Mailbox Management of Generic Inboxes and take timely actions to avoid escalations and delays
• Monitoring of specific PDLs
• Assist with Case Analysis of completed/closed cases
• Assist with reconciliation of part orders post outages
• Assist in internal daily/weekly processes such as Planned Work Process Gantt Watching etc.

Requirements

• Very good command of English language
• Customer oriented enthusiastic courteous assertive and motivated to take charge of both customer engagement and problem resolution
• Excellent oral and written communications skills
• Positive attitude towards team members customers and partners. Encourages outstanding team morale and maintains highest ethical standards
• Capable of being self-managed be a team player quality conscious efficient flexible and be eager to share and acquire knowledge
• Analytical and problem-solving skills
• Basic presentation skills
• Time management skills and working with tough deadlines
• Ability to work with business processes
• High level of planning and organizational skills
• Tool Mastering
• Root Cause Analysis
• Escalation Management and ability to handle difficult customers
• PGU/s Product Lines Basic Knowledge
• Case Handling/Tools/Processes
• Basic Knowledge of the Business Processes (Dispatch Process/Resource Management/Escalation)
• Good computer literacy (MS Office)
• High School/ Bachelor/ Master Degree
• Relevant experience in a similar environment is an advantage
• Written and verbal fluency in the main customer support language German/English/Italian/French etc.

What we offer:

• Competitive remuneration package
• Referral bonus program
• 24/25 days annual paid leave
• Additional health insurance (outpatient & hospital medical care dental care coverage of dioptric glasses and more)
• Free Psychological Counselling via Green Line and on the spot
• Newborn or newly adopted child bonus
• Food vouchers - 76.69 EUR/month (150 BGN)
• Upskilling & reskilling training programs and e-learning hub
• Recognition awards
• Sports cards (partially covered by the employer) and company sports initiatives
• Special company discounts
• Various social and charity initiatives