Global Customer Operations & Retention Specialist

HP; Tlaquepaque; Presencial; MXN 300.000 - 520.000; Jornada completa

Descripción de la vacante

HP Mexico seeks a Customer Operations professional to enhance the customer experience, handle a variety of issues with cross-functional teams, and track performance metrics to inform management decisions. You will monitor order and delivery status, collect feedback, and contribute to process improvements to ensure consistent satisfaction and retention.

You will maintain strong relationships with customers and channel partners, communicate on orders and deliveries, document interactions for

Formación

• 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.
• CSOP certification preferred

Responsabilidades

• 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 analyzes 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.

Descripción del empleo

HP Mexico seeks a Customer Operations professional to enhance the customer experience, handle a variety of issues with cross-functional teams, and track performance metrics to inform management decisions. You will monitor order and delivery status, collect feedback, and contribute to process improvements to ensure consistent satisfaction and retention.

You will maintain strong relationships with customers and channel partners, communicate on orders and deliveries, document interactions for