Customer Care Representative with German and Polish 24x7

CDS, an HPE company ,(CDS) is a wholly owned subsidiary of Hewlett Packard Enterprise (HPE), providing field service capabilities to HPE customers as well delivering the difference in business oriented services, such as development, support and maintenance of applications, virtualisation, automation, cloud and infrastructure administration.

CDS is present in 11 European countries with more than 1600 employees and embraces all of HPE’s values and commitments to employees and customers alike.

Job Description

Job Description

Customer Remote Support are made up of teams that provide remote (offsite) service; customer access, and service delivery.
The Customer Access Agent is the first line of enquiry for all calls. He/she logs the call/case, ensures that the customer is entitled to the service, dispatches the case to the most appropriate technically skilled team, coordinates support activities, plans and dispatches HPE resources.

The team delivers continuous 24/7 support coverage.

Responsibilities:

• Is first line of enquiry for customer requests and logs the case into a database Ensures that the customer is entitled to the service, validates customer contract details Manages the service requests through different access channels.
• Manages customer expectations and identifies customer problems Performs re-entitlement and clarification and contacts customer in case clarifications are needed, monitors the service event Handles on time case escalations and complex situations
• Coordinates support activities, plans and dispatches parts and onsite engineers
• Participates in projects for process or quality improvements
• Provides feedback and analysis of cases Achieves the personal goals assigned by the direct manager Focuses on achieving team goals Manages multiple tasks or cases simultaneously with minimal supervision
• Keeps technical documentation as per requirement
• Meets the deadlines and keeps the service level agreements
• Analyzes customer enquiries related to the use of specific HPE web portals and provides feedback
• Ensure compliance with all internal policies, rules and procedures and ensures performance as per all work instructions and/or orders (written and oral), legally assigned to him/her by his/her direct manager, by officials acting for the direct manager or by any manager of a hierarchical level higher than the direct manager.

Languages:

• Excellent language skills in German, Polish and English.

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At CDS we are an equal opportunity employer. We attract and retain the best qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age or disability.

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Why work here?

If you thrive in a high-growth environment and enjoy collaborating with driven, results-oriented professionals, we think you'll find this an exceptional place to grow your career.

Our Employee Value Proposition reflects what distinguishes us as an employer: our culture, values, and the people who uphold them. Our employees are motivated, intellectually engaged, and guided by integrity.

They exercise sound judgement, work well with others, and take ownership of outcomes – which is why we are consistently recognised as one of the leading places to work.