07 / 11 / 2025 Customer Service Representative

The Dispatch Order Management Agent is responsible for managing the end-to-end process of dispatching service cases, ordering spare parts, and coordinating with HP Customer Engineers. This role ensures efficient service delivery across commercial and consumer sectors, with a strong focus on backend operations, telephony case management, and field support coordination. Key responsibilities include : - Dispatching new onsite service events to the most suitable resource based on availability, skillset, and location.

• Ordering recommended spare parts aligned with geographical specifications to ensure timely delivery and service execution.
• Handling inbound and outbound calls with engineers, partners, and customers as needed.
• Managing case follow-ups, part status updates, onsite service updates, and case reassignment.
• Picking and managing cases from HPI tools, ensuring accurate verification and assignment.
• Monitoring daily order status and escalating issues to the supply chain or repair departments.
• Documenting case actions and closing cases based on resolution confirmation.
• Supporting field engineers with urgent requests, order changes, and stakeholder communications.
• Maintaining responsiveness to business emails and chat messages. Qualifications & Skills : - English Proficiency : Fluent in spoken and written English - Voice Skills : Capable of handling basic voice interactions when required.
• Telephony Experience : Comfortable managing calls and telephony-based workflows.
• Customer Service : Strong empathy and communication skills.
• Technical Skills : Basic proficiency in Microsoft Office and case management tools. Mandatory - International Voice Process, Only Immediate joiners will be considered