Customer Service Representative I

This is a fully remote position, open to applicants in Indonesia.

📋 Description

• Handle incoming calls from HP’s Small & Medium Business clients to address inquiries and offer assistance regarding orders, payments, shipping, and returns and replacements.

• Make outbound calls to follow up on cases that cannot be resolved during the initial contact, and communicate with customers via email concerning order status and/or issues.

• Resolve cases by collaborating with HP and its partners to fulfill orders and investigate and address exceptions related to order processing, payment processing, factory lead-times, fulfillment, shipping, and claims.

• Place replacement orders for customers due to declines, cancellations, or other order-related issues.

• Notify customers about production changes and/or shipment delays.

• Record all customer interactions using the appropriate case management tool.

• Collaborate with the team and the HP.com Store organization to identify, validate, and implement opportunities for process improvements.

⛳️ Requirements

• 1 to 2 years of relevant experience in a call center or customer-facing support role.

• Expertise in issue resolution (problem-solving and decision-making).

• Exceptional verbal and written communication skills in a professional manner.

• Proficient in Excel, with experience in CRM applications considered a plus.

• Familiarity with Order Management systems (SAP, Oracle, etc.).

• Understanding of computer and printing products.

• High school diploma required (college degree or some college experience is a plus).

🏝️ Benefits

• Employees have the flexibility to work remotely.