Customer Relationship Advocate

HP; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

HP Malaysia seeks a Customer Relationship Advocate to collaborate with technical support, quality analysts, and sales staff, ensuring prompt resolution of customer issues.

You will handle setup/usage queries, process requests via phone, email, and chat, and maintain clear ticket progress and documentation for escalation.

Qualifications

• Experience in customer support and issue resolution.

Responsibilities

• Collaborates with technical support, quality analysts, and sales staff to resolve customer issues.

Skills

Account Management

Billing

Call Center Experience

Customer Relationship Management

Customer Success Management

Customer Support

Data Entry

Invoicing

KPIs

Digital Fluency

Technical Support

Workflow Management

Marketing

Salesforce

SAP Applications

Education

Bachelor's degree or equivalent in CS/IS/Engineering or related field

Tools

Salesforce

SAP Applications

Job description

Customer Relationship Advocate

Description -

What a Customer Relationship Advocate does at HP:

• Collaborates directly with technical support engineers, quality analysts, and sales staff to promptly resolve customer issues, fostering a cohesive team approach.
• Ensures exceptional customer satisfaction by addressing setup/usage queries and product-related concerns, efficiently processing customer requests through various communication channels, including phone, email, and instant messaging.
• Keeps meticulous track of open tickets, ensuring timely resolutions across the organization, and proactively communicating progress.
• Assumes responsibility for handling open service requests, implementing effective fixes, and meticulously documenting cases for escalation.
• Diagnoses the root causes of failures to facilitate prompt resolutions and maintains detailed records for future reference.
• Addresses customers' technical issues, including but not limited to product compatibility and configuration, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting, and product availability.
• Interacts effectively with customers, company sales, and service representatives, addressing a wide range of pre-sales and post-sales inquiries.
• Assists in achieving department goals and actively contributes by making recommendations to management to improve efficiency and effectiveness.
• Develops conclusions, recommendations, and written reports, contributing proactively through research and data analysis support, and sharing knowledge to foster a knowledge management culture.
• Works independently on moderate scope problems, applying professional expertise, exercising judgment, and resolving various issues by following company policies and procedures.

Individuals who do well in this role at HP, usually possess:

• Four-year or Graduate Degree in Computer Science, Information Systems, Engineering, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 2-4 years of work experience, preferably in telephone support, microcomputer industry, or a related field or an advanced degree with little or no work experience.

Preferred Certifications

NA

Knowledge & Skills

• Account Management
• Accounting
• Billing
• Call Center Experience
• Customer Inquiries
• Customer Relationship Management
• Customer Success Management
• Customer Support
• Data Entry
• Financial Services
• Inbound Calls
• Invoicing
• Key Performance Indicators (KPIs)
• Marketing
• Outbound Calls
• Process Improvement
• Salesforce
• SAP Applications
• Technical Support
• Workflow Management

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.

Sustainable Impact

Sustainable impact is HP's commitment to create positive, lasting change for the planet, its people, and our communities. This serves as a guiding principle for delivering on our corporate vision - to create technology that makes life better for everyone, everywhere.

Job -

Services

Schedule: Full time

Shift: No Shift premium (Malaysia)

Travel:

Relocation: Equal Opportunity Employer (EEO) -

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.