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Customer Care Executive (Voice + Back office) with German and English

HCL Poland

HCL Poland

Opolska 112

Prądnik Czerwony

Kraków

Your responsibilities

  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

  • Contribute to team effort by accomplishing related results as needed

  • Identify and assess customers’ needs to achieve satisfaction

  • Build sustainable relationships of trust through open and interactive communication

  • Provide accurate, valid and complete information by using the right methods/tools

  • Handle complaints provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

  • Follow communication procedures, guidelines and policies

  • Go the extra mile to engage customers

  • Resolve customer complaints via chat

  • High energy resource with ability to own and assist customer requests/ issues/ needs; and ensure adherence to defined procedures to complete phone/ email/ chat transactions

  • Able to probe and gather customer requirements effectively

  • Understand Service Level Agreements and support achievement of set targets

  • Provides support in documenting business processes and other continuous improvement projects

Our requirements

  • Multilingual resource with good understanding & writing skills in German AND English (C1 level or Native) - other EU language will be an added advantage (Romanian, Turkish or Italian)

  • Basic understanding of Banking

  • Excellent writing skills, customer orientation and ability to adapt/respond to different types of customer queries, Probing (Issue Identification)

  • Ability to multitask, prioritize and manage time effectively

  • High school diploma or equivalent; college degree preferred

  • Flexible to work on Saturday & in rotational shifts - Any 8 hours shift b/w 8:00 am – 8:00 pm.

  • Customer Service Skills

  • Written and Verbal Communications

  • Issue Resolution and Escalation Management

  • Problem Solving

  • Self-Management & Decision-Making

  • Multi-Tasking / Time Management

  • Applies detailed knowledge and skills to complex (or new) work situations in multiple settings

  • Can assist other team members with questions and problems related to this skill

  • Proactive with a strong ethic and eagerness to ‘go the extra mile’

  • Adaptable to learn new processes, concepts and skills

  • Ability to work in a fast-paced deadline driven environment

What we offer

  • Life insurance

  • Private health insurance

  • MultiSport Card

  • Other benefits

  • Clear career path in a growing multinational organization

Benefits

  • sharing the costs of sports activities

  • private medical care

  • life insurance

Please, read our Candidate Data Privacy: https://www.hcltech.com/candidate-privacy-notice

HCL Poland

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products and services are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. HCL also takes pride in its many diversity, social responsibility, sustainability, and education initiatives. Through its worldwide network of R&D facilities and co-innovation labs, global delivery capabilities, and over 211,000 ‘Ideapreneurs’ across 52 countries, HCL delivers holistic services across industry verticals to leading enterprises, including 250 of the Fortune 500 and 650 of the Global 2000.

The company’s DNA of grassroots innovation, its ingrained culture of co-innovation, and its tradition of going far beyond what is expected, to create customer value, clearly differentiates it and gives it a distinct advantage in creating value for businesses in the digital and connected world. Along the way, we’ve been recognized for our culture and our achievements. Bloomberg included HCL Technologies in the Gender Equality Index for moving the needle of equality for all. We are named as one of the top employers in Europe, one of the World’s Best Employers in Forbes 2020 and 2021 best employers rankings and recognized in many other such prestigious accolades.

Poland has become a leading tech market in Europe, as foreign investments and EU funding bolster the country’s IT sector with upgraded infrastructure and systems. HCL recognized the region’s potential and established a global delivery center in Krakow in 2007. Now we work with Fortune 500 firms from there, providing technical support in over 25 languages.

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