Description
Primary Responsibilities
- Receive, create, update, screen, research customer complaint information
- Assign/route/distribute customer complaint information to proper team
- Check status of complaint cases
- Enter complaint information into HP designated database; review for accuracy and duplication
- Perform database searches for previously escalated customer complaints
- Prioritize and manage workload to meet defined turnaround time(s) ie metrics
- Report [system] downtime per escalation communication plan
- Maintain tracking and audit logs
- Keep current on processes, updates, and routing lists
Minimum Requirements
Education:
- Typically High School degree or equivalent certification and at least 2 years of related experience
Experience:
- Min of 2 years of related process coordination support experience
- Min of 1 year customer service experience , tracking and resolving customer issues
Skills:
- Proficient in MS Windows 9x, 2000/NT, XP, MS Office Professional
- Demonstrated data entry skills
- Demonstrated ability with basic math skills
- Ability to multi-task successfully with multiple interruptions
- Effective verbal and written communication skills
- Experience with or exposure to (computer/printer) product peripherals and channel structure