Customer Service Representative with French skills Job No. 705395

Short company description

On 1 January 1939, two Stanford University graduates, Bill Hewlett and Dave Packard, made a historic commitment to innovation when they founded HP in a garage. They created an audio oscillator that Walt Disney used to make the ground-breaking movie Fantasia. For over 70 years since then, HP has continued innovating and helping people, businesses, and communities worldwide use technology to improve their businesses and lives. Hewlett-Packard (HP), is an American multinational information technology corporation headquartered in Palo Alto, California, USA, that provides products, technologies, software, solutions and services to individual consumers, small- and medium-sized businesses and large enterprises, including customers in the government, health and education sectors.
HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. The world’s largest technology company, HP brings together a portfolio that spans printing, personal computing, software, services and IT infrastructure at the convergence of the cloud and connectivity, creating seamless, secure, context-aware experiences for a connected world.
In Romania HP is represented by two different legal entities, HP Romania si HP GeBOC.
HP Romania, officially opened in 2002, is the largest IT product and services supplier in Romania, meeting business’ and individual customers’ most complex needs with a portfolio spanning from servers, storage, networking and IT software, solutions to PCs, laptops, printers and handheld devices. Its business centers are located in Bucharest, Cluj Napoca, Iasi, Timisoara, Targu Mures, Sibiu and it is the only IT company in Romania to launch an IT Research and Development Centre for pushing the boundaries of technology. Through the strong collaboration with the public and private sector, HP Romania contributes to innovating public services and uplifting small and medium business’ competitiveness. HP technology is in places you’d never imagine, helping to make our world a better place.
HP GeBOC (Global e-Business Operations Center) is the shared services and business process outsourcing (BPO) centre of HP in Romania. Opened in 2005 and having over 3.100 employees, HP GeBOC is the largest shared services centre in the country and offers high quality, value and cost effective remote processing services to HP customers and partners in Europe, Middle East and Africa for a wide range of financial, logistic, and administrative business processes. Its young, ambitious and highly skilled workforce with multilingual capability brings value added services in more than 25 language and contributes to building a successful business in Romania.
The working environment in HP is noteworthy! You will find here a motivating working environment, enthusiastic and friendly people that will offer you all the support you need so that you will feel like an old mate and less of a newcomer. This is the place to challenge your skills and expertise, set off a successful career, experience multi-lateral development, professional diversity, our culture of excellence and the key ingredient that sets us apart as a winning company, team work. In HP we are ONE team that doesn’t settle until it does amazing. This is more than just a statement as in 2011 we made an incredible dream come true that speaks about unity, relationship, passion and enthusiasm. We broke the ‘largest umbrella dance’ registered by Guinness World Record, the authority responsible with evaluating human kind’s most amazing performances.
Right now, we’re looking to add in our team both specialist and young talents with promising potential. HP GeBOC has a great flexibility regarding the college degree specialization, due to the professional and personal development programs all its employees attend after hiring. As a result, HP GeBOC is the second company preferred by Romanians interested in working in a BPO center (according to a Mercury Research, June 2011) and the No.1 most performing large enterprise, services field, in Top Companies of Bucharest and Romania, released by Romania Chamber of Industry and Commerce in 2011.

Requirements

Experience in one or more of the following:
• Minimum of one year experience in sales admin support job with basic administrative & clerical support for sales and in sales for advanced level role.
• External customer interface experience
• Experience in taking care of ongoing business
• Experience in answer to a wide-range of complex customer inquiries requiring investigation (non-standard solutions)
• Experience in acting as liaison between customer, sales/support team & supporting divisions / business centers



Qualifications:
• Basic knowledge of general administrative/clerical processes
• Very good English skills
• Very good French skills
• Knowledge of sales support processes (order tracking; quotations; configurations ;product delivery & support)
• Broad knowledge of administration, report generation and database inputs
• General understanding of procurement processes
• Ability to work with minimum supervision
• Interpersonal & communication skills (telephone, clarity)
• Customer-oriented
• Ability to easily adapt to different situations, efficient in stressful situations
• Thoroughness
• Resourceful, inventiveness

Responsibilities

Responsibilities:
• Serve as single point of contact for Direct customers
• Answer to customer requests regarding open orders and claims
• Proactively communicate order status to customers
• Receive order from customer
• Check that order contains mandatory information and is adequately filled
• Check that order information is accurate
• Complete order information
• Forward checked orders to the order entry team
• Uses internal tools to check order status
• Verify that order are scheduled within service level agreements
• Inform customers about deviations
• Take appropriate action in case of deviation
• Confirm order to customer within defined timeframe
• Analyze and qualify claims
• Identify the corrective action to be taken
• Transfer instructions to the appropriate teams
• Collaborate with other HP entities to ensure claims are resolved appropriately
• Identify and analyze orders shipped but not invoiced
• Provide reason for no invoice
• Transfer instructions to appropriate teams to solve potential issues