Dirección eCommerce Customer Experience Agent
This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office.
Job Description:
Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.
The eCommerce Customer Experience Manager is responsible for supporting internal and external AMS customers with their online buying experience This includes but is not limited to: Inbound and Outbound call management, Live Chat, assistance with new user set ups, CRS IDs/Party IDs creation, password resets, site administration, application errors, opening tickets with IT to help resolve issues, and escalation management, etc.
The eCommerce Customer Experience Manager also supports the AMS Public Sector operation by new user setup and maintenance, generic catalog maintenance and quality assurance processes.
How you'll make your mark:
• Single point of contact for internal and external customers for any technical request related to B2B portals.
• Accountable for B2B portal technical maintenance
• B2B new user creation and maintenance
• Act as control tower between internal/external customer and IT functional groups.
• Supports a variety of systems/tools related the B2B portal (Elite, OIS, ePrime, B2Bi, GEM, HPP, CCA, etc.)
• Handle internal and external customer chats/phone calls/email with little information up front from the customer
• Techdirect/SFDC eCommerce Support ticket management
• AMS SFDC Queue Management for Config & Pricing activities
• eOrder Fallout management and troubleshooting
• Special HyperCare Management as required.
• Support Regional/Global enhancements projects
• Participate in testing and capabilities releases
• Gather and measure customer feedback/experience
• Create and maintain generic configurations in OCC (BTOs/CTOs)
• Maintenance and updating generic catalogs
• Accountable for CBN creation and maintenance
• Perform proactive quality assurance audits to ensure product availability and webstore functionality
• Provide Public Sector Webstore training and support to new customer users as required.
About you:
• Tipically 2 years as a Data Analyst
• Customer and sales satisfaction
• Request completion within defined SLAs
• Quality performance of completed requests.
• Bachelor degree (B.SC./B.Com/BCA)
• Excel, Access, Power BI
• Must be proficient in all Microsoft Applications
• Fluency in Business English
• Customer focus
• Excellent writing and verbal communication skills
• Strong analytical and problem solving skills
• Attention to detail paired with a good level of strategic thinking
• Able to work with diverse teams and people
• Ability to effectively handle multiple tasks in a fast paced environment.
#mexico
Join us and make your mark!
We offer:
• A competitive salary and extensive social benefits
• Diverse and dynamic work environment
• Work-life balance and support for career development
• An amazing life inside the element! Want to know more about it?
Then let’s stay connected!
https://www.facebook.com/HPECareers
https://twitter.com/HPE_Careers
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.
Job:
Marketing
Job Level:
Intermediate
Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.
HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories
