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Customer Care (Senior) Executive with German - Voice

HCL PolandAbout the company

  • Opolska 112, Kraków
    Kraków, Lesser Poland
  • Valid for 8 days
    until: 23 Jun 2021
  • Remote recruitment
  • contract of employment
  • full-time
  • senior specialist (Senior)

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 and phone

  • 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

  • Build/ maintain training material (training presentations 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

Our requirements

  • Multilingual resource with good understanding & writing skills in English & German (C1 level or Native)

  • 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

  • Good 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.

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

  • Clear career path in a growing multinational organization

  • Benefits

  • private medical care

  • life insurance

HCL Poland

HCL is a business enterprise with presence in the fields of technology and healthcare. Founded in 1976 as one of India's original IT garage startups, the HCL enterprise currently comprises three companies in India - HCL Technologies, HCL Infosystems and HCL Healthcare with annual revenues of US$ 6.5 billion and over 95,000 professionals from diverse nationalities operating across 31 countries including over 500 points of presence in India. In the technology space, HCL’s offerings span a wide range of software and hardware services and solutions including R&D, Technology Services, Enterprise and Applications Consulting, Remote Infrastructure Management, IT Hardware, Systems Integration, Distribution of Technology and Telecom Products. A new entrant in Healthcare, HCL aims to provide innovative medical services, products and training to meet the growing demand for quality Healthcare in India.

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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