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Customer Care Executive with European Spanish & English

HCL PolandAbout the company

  • Opolska 112, Kraków
    Kraków, Lesser Poland
  • Offer expired 16 days ago
  • Remote recruitment
  • contract of employment
  • full-time
  • specialist (Mid / Regular)

HCL Poland

Opolska 112

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 email, phone and/or 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

Our requirements

Languages Required:

● Multilingual resource with good writing and speaking skills in European Spanish (C1 High or Native) and English (min B2) and other EU language will be a plus (French, Italian, German)

Requirements:

● Customer orientation and ability to adapt/respond to different types of characters

● Good writing and speaking skills using predefined scripts

● Ability to multitask, prioritize and manage time effectively

● High school diploma or equivalent; college degree preferred

● Ready to work shifts – Monday – Sunday, 8h long shifts. Shifts will be flexible between 10 am to 11 pm.

● Customer Service Skills

● Written and Verbal Communications

● Probing (Issue Identification)

● Issue Resolution and Escalation Management

● Problem Solving

● Self-Management

● Decision-Making

● Multi-Tasking / Time Management

● Analytical Thinking

● Extensive exposure to this skill and related work experiences

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

● Trains and/or directs work of others in complex facts, methods, and techniques related to the skill.

● 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

Knowledge Base Management

● Develop and maintain knowledge management tools, client information systems, and service desk procedures

● Build/ maintain training material (training presentations, quizzes etc.) to close the gaps identified

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

● Maintains the organization of department files/references and performance report

What we offer

  • Life insurance

  • Private health insurance

  • MultiSport Card

  • Sodexo Visa Card

  • Subsidy to glasses and language classes

  • Benefits

  • private medical care

  • life insurance

HCL Poland

HCL is a $6 billion leading global technology and IT enterprise comprising two companies listed in India - HCL Technologies and HCL Info systems. Founded in 1976, HCL is one of India's original IT garage start-ups. A pioneer of modern computing, HCL is a global transformational enterprise today. Its range of offerings includes product engineering, custom & package applications, BPO, IT infrastructure services, IT hardware, systems integration, and distribution of information and communications technology (ICT) products across a wide range of focused industry verticals. The HCL team consists of over 90,000 professionals of diverse nationalities, who operate from 31 countries including over 500 points of presence in India. HCL has partnerships with several leading global 1000 firms, including leading IT and technology firms.

In Poland we started our operations in 2007. Our operation in Poland primarily revolves around the global technical support centre through which we provide multilingual Infrastructure Management Support to our clients. Apart from providing multilingual technical support in 15 languages, we also work on technology based projects for our clients.

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