Dispatch Agent with English Language

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

As part of the Sofia Dispatch Team, the Dispatcher II provides effective and timely 24x7 remote support to HPE and CDS customers for any standard and non-standard exceptional customer work orders and onsite tasks. They are responsible for the proper handling of case types in scope for the team, in compliance with all processes and work instructions within Dispatch Organization, with major focus on exceptional scenarios and escalations; liaises with customers and other functions within HPE and CDS with reference to Customer issues. Direct report to Dispatch Service Delivery Manager (SDM) and functional report to Dispatcher IV (Senior Agent) and to Process Specialist/ Expert.

Main Responsibilities

• Timely manages the service requests of customers through different access channels. Verifies the request details with the customers.
• Coordinates the resources in a proper manner to the client.
• Keeps Customers Informed on case development status. Provides information to solve customer problem for customer satisfaction.
• Reviews/Accepts customer feedback related to customer entitlement & case management. If necessary, initiates Dispatcher III/ Dispatcher IV/ Dispatch SDM review.
• Timely elevates and/or escalates complex issues. Works on customers escalations.
• Participates in process or quality improvement trainings.
• Provides feedback to the Management regarding their daily tasks. Focuses on the achievement of team goals for operational excellence.
• Manages multiple tasks or cases simultaneously with minimal supervision.
• Follows up the successful completion of each case.
• Keeps case documentation as per requirements.
• Meets the required quality/quantity of production work in accordance to the team targets.
• Meets the deadlines and keeps the service level agreements.
• Compliant with all internal rules, policies and procedures, and ensure performance as per all work instructions and/or orders (written or verbal), legally assigned by the direct manager, by officials acting for the direct manager or by any manager of a hierarchical level higher than the direct manager.

Languages

• Excellent proficiency in English

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