Customer Service Associate

hace 4 semanas

Tlaquepaque, Jalisco, México Hewlett Packard A tiempo completo

**Job Summary**
- As a key member of the Hewlett Packard team, this role is responsible for acting as the primary point of contact for addressing customer concerns while maintaining accurate records of all interactions to share insights with internal teams. The role involves collecting and analyzing customer feedback, escalating complex issues, and collaborating with the team to identify opportunities for cross-selling or upselling. The role adheres to standard procedures while upholding legal and ethical standards and undergoes training to enhance skills.

**Responsibilities**
- Develop and implement customer engagement plans aligned with the organization's goals and objectives.
- Respond promptly to customer inquiries, feedback, and complaints, keeping clients informed of the organization's offerings and ongoing promotions.
- Utilize CRM software to track customer interactions, update profiles, and manage leads or opportunities.
- Identify opportunities to cross-sell or upsell additional products or services to existing customers.
- Gather and analyze customer feedback to identify areas for improvement and collaborate with internal teams to implement changes based on customer input.
- Communicate order and delivery status to customers and channel partners in a clear and timely manner.
- Escalate complex or unresolved issues to higher-level customer engagement managers or relevant internal teams for resolution.
- Undergo training and development to gain a better understanding of customer engagement processes and best practices.
- Ensure that customer engagement practices comply with relevant regulations, including data privacy laws.

**Education & Experience**
- A four-year degree in Business Administration, Economics, Sales, Marketing, or a related discipline, or commensurate work experience or demonstrated competence.
- Typically has 0-2 years of work experience, preferably in customer relationship management (CRM), customer service, customer experience management, account management, or a related field.

**Preferred Certifications**
- Certified Sales Operations Professional (CSOP)

**Knowledge & Skills**
- Effective Communication
- Results Orientation
- Learning Agility
- Digital Fluency
- Customer Centricity

**Impact & Scope**
- Impacts own work and acts as a team member by providing information, analysis, and recommendations in support of team efforts.

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