Personalized Service Agent/Customer Service Officer, PA Recruitment, June 09

PA Recruitment is a HR company that manages the HR portion for Call Management for Check Status – Service Center and a section of HP After Sales Support.

HP is the #1 company for notebooks and top 5 for pc, servers, storages and printers, etc in the world.

Job vacancy: Personalized Service Agent/Customer Service Officer, Bukit Damansara, KL

Qualifications/Criterias

1. Degree in any field but preferably Computer/IT
2. Excellent customer service & communication skills, fluent in English &Bahasa Malaysia in oral & written
4. Fast, proactive & creative in solving problems & improving processes
5. Responsible
6. Able to handle stress and complaints
7. Able to multitask & set priority
8. Familiar with computer parts, functions and usage if do not have Degree in Computer/IT
9. Healthy
10. Punctual
11. Willing to learn

Roles & Responsibilities

1. Answer inbound calls for Check Status Service Center, complaints & enquiries for starters – about 50-100 calls per day per person
2. Answer inbound calls for Contract customers on Multivendor support & check status after staff is well versed in #1 – about 10-20 calls per day per person
3. Log cases for Contract customers under #2, check entitlements, updates using WFM and other websites, follow up cases and ensure they are solved
4. Collection Reminder – remind customers to collect units in HP Service Center (HQ only)
5. Achieve target above 95% answered calls per month for 1 & 2
6. Liaise with Sales, Technical Support, Resource Coordinators and Engineers
7. Collection Reminder – outbound calls to remind customers to collect units sent in to HP Service Center in HQ.

Additional info

1. Work 8.30am – 5.30pm and expect to be in by 8.20am, follow up on the day’s case(s) before leaving office
2. Lunch 1hr break with schedule, exchangeable with agreed colleagues
3. Meetings/Workshops on Tuesdays every fortnight/as required, latest until 8pm
4. Reports to Call Management Team Lead
5. Free daily breakfast
6. Feeder bus at KL Sentral to HP HQ in Bukit Damansara
7. May progress to updating internal Call Management website (HTML, JavaScript) or taking escalations in customer-service.msia@hp.com