Customer Solution Center Representative (Non‑Technical)
hp · Heredia
Description du poste
About the role
This position is responsible for overseeing customer entitlement validation, case documentation and routing across multiple service channels. The role also leads process‑improvement projects and mentors junior staff to enhance overall performance.
Key responsibilities
- Validate customer entitlement and document cases to ensure accurate routing to appropriate resources.
- Manage the full lifecycle of service events, maintaining compliance with established standards.
- Handle diverse customer service requests via phone, email and other channels.
- Analyze customer feedback and case‑management statistics to provide actionable resolutions.
- Lead projects aimed at process refinement and quality improvement, documenting all changes.
- Collaborate with escalated customers and drive actions during post‑incident reviews.
Required profile
- High School Diploma, GED or equivalent education.
- Typically 8+ years of experience in customer support, project or team management.
Required skills
- Salesforce
- SAP Applications
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hp
Heredia
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