Customer Operations Global Account

HP; Las Fuentes; On-site; MXN 300,000 - 420,000; Full time

Job summary

HP is seeking a Customer Operations professional in Mexico to improve customer experience and handle a variety of issues while collaborating with cross-functional teams. The role tracks performance metrics, contributes to training and policy adherence, and supports continuous process improvements to ensure satisfaction and retention.

The position emphasizes building strong relationships with customers and channel partners, collecting feedback, and generating regular management reports on KPIs

Qualifications

• Bachelor's or graduate degree in a relevant field.
• 2-4 years in CRM, customer service, or customer experience management.

Responsibilities

• Handles and resolves a variety of moderately complex customer issues ensuring timely and satisfactory solutions.
• Maintains clear, proactive, and timely communication with customers and channel partners regarding order and delivery status and inquiries.
• Maintains detailed records of customer interactions and issue resolution for reporting and future reference.
• Supports in developing strategies to enhance customer retention, loyalty, and satisfaction, ensuring a positive customer experience across touchpoints.
• Collaborates with cross-functional teams to facilitate efficient issue resolution and process improvements.

Skills

Effective Communication

Results Orientation

Learning Agility

Digital Fluency

Customer Centricity

Education

Four-year or Graduate Degree in Business Administration, Economics, Sales, Marketing

2-4 years experience in CRM or customer service

Job description

Customer Operations Global Account Description - Job Summary

This role is responsible for improving the customer experience and handling a variety of issues and concerns while working closely with cross-functional teams. The role maintains positive customer relationships, gathers and analyzes feedback, and tracks key performance metrics to share insights with the management. The role participates in training, adheres to policies and procedures, and contributes to process improvements to ensure customer satisfaction and retention.

Responsibilities

• Handles and resolves a variety of moderately complex customer issues ensuring timely and satisfactory solutions.
• Maintains clear, proactive, and timely communication with customers and channel partners regarding order and delivery status, as well as updates on any issues or inquiries.
• Maintains detailed records of customer interactions, support activities, and issue resolution, ensuring accuracy and completeness for reporting and future reference.
• Supports in developing strategies to enhance customer retention, loyalty, and satisfaction, ensuring a positive customer experience at all touchpoints.
• Collaborates effectively with cross-functional teams to facilitate efficient issue resolution, process improvements, and a seamless customer experience.
• Collects and analyses customer feedback to identify trends, pain points, and areas for improvement in products, services, and processes, and provides feedback to relevant teams.
• Maintains relationships with vendors and channel partners, ensuring smooth collaboration and effective communication to meet customer needs.
• Ensures adherence to organizational policies and procedures related to customer engagement and support activities, including compliance with legal requirements.
• Participates in ongoing training and development programs to stay updated on industry trends, best practices, and emerging technologies.
• Generates regular reports on key performance metrics, customer satisfaction, and issue resolution effectiveness to management and relevant stakeholders.

Education & Experience Recommended

• Four-year or Graduate Degree in Business Administration, Economics, Sales, Marketing, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 2-4 years of work experience, preferably in customer relationship management (CRM), customer service, customer experience management, account management, or a related field or an advanced degree with little or no work experience.

Portuguese required

Preferred Certifications

• Certified Sales Operations Professional (CSOP)

Knowledge & Skills NA

Cross-Org Skills

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope

Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input.

Complexity

Responds to routine issues within established guidelines.

Disclaimer

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Job - Sales Operations Schedule - Full time Shift - No shift premium (Mexico) Travel - Relocation - No

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