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Customer Service Manager

HCL PolandAbout the company

  • Opolska 112, Kraków
    Kraków, Lesser Poland
  • Offer expired a month ago
  • Remote recruitment
  • Remote work
  • contract of employment
  • full-time
  • manager / supervisor

HCL Poland

Opolska 112

Kraków

Your responsibilities

  • Manage day-to-day operations and directs the Customer Service team responsible for end to end management of Disposable and Device products.

  • Manage and meeting performance targets for Call Service Level, Quality, CSAT, NPS, Accuracy, Response Time.

  • Manage Team Leads responsible for management of Customer Service agents.

  • Be hands on with the process and should be able to drive and go beyond customer and leadership expectations through continuous improvement initiatives and out of the box thinking

  • Stakeholder management – Both Internal and External

  • Strong presentation skills and be responsible to present QBR/MBR’s

  • Ensure best in class performance through continuous improvements at

  • Ensure quality and efficiency measures are met within the team and in accordance with service level agreements

  • Provide coaching and feedback to direct report positions to ensure satisfactory performance levels

  • Use business tools and retail industry knowledge to identify problem areas and document business requirements

  • Publish and discuss reports for Monthly, Quarterly and Annual Business Reviews

  • Identify and recommend operational and technological tools to improve efficiency

  • Work with operations and information technology personnel to resolve issues and improve operational efficiency

  • Establish and maintain effective work procedures

  • Review, assess and identify coaching & training needs to provide staff with necessary skills and knowledge

  • Understand, communicate and implement strategic direction and leadership for HCL to ensure consistent and cohesive business objectives and to enhance customers’ experiences in both a regulated and a competitive market.

  • Plan and monitor operations initiatives to improve the efficiency and effectiveness of the team

  • Review and ensure processes are in compliance with internal policies and external regulations.

  • Respond to escalated issues regarding performance and quality.

  • Coordinate, participate, and/or manage multiple projects assigned by senior management, providing input on operations related matters.

  • Interface and coordinate with various stakeholders

Our requirements

  • THE MINIMUM REQUIREMENTS ARE:

  • Bachelor’s degree in any stream (may substitute two years of relevant experience per one year of required education)

  • The minimum experience requirements are:

  • Minimum 1 Year as a manager handling team leaders

  • Five to eight years of relevant work experience

  • Five years of experience supervising professional workgroups

  • Experience in managing customer/supplier relationships

  • SKILLS AND COMPETENCIES

  • Exceptional leadership skills, including the ability to manage through a shared vision and path to success

  • Detailed understanding of collection strategies and collection drivers.

  • Ability to create, communicate and manage SLA metrics that support operational targets

  • Excellent problem solving skills and ability to use good judgment to make decisions

  • Possess exceptional people management skills enabling effective interaction with internal, external customers, employees, peers, and management

  • Strong analytical skills and desire to research problems to seek resolution

  • Exceptional verbal and written communication skills

  • Exceptional customer service abilities to handle difficult customers

  • Proficiency in Microsoft Office suite

  • Work effectively in a team environment

  • Strong time management and organizational skills

  • PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS

  • Operating in a fast-paced professional office environment

  • May require domestic and overseas travel

  • Position may include an alternating weekend day as part of the regular weekly schedule

  • LANGUAGE SKILLS

  • Proficient in speaking and writing in English – C1

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • life insurance

  • clear career path in a growing multinational organization

HCL Poland

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products, services and engineering 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. With a worldwide network of R&D, innovation labs and delivery centers, and 150,000+ ‘Ideapreneurs’ working in 46 countries, HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000. HCL generated consolidated revenues of USD 9.94 billion for 12 Months Ended 31st March, 2020.

We offer an integrated portfolio of products, solutions, services, and IP through our Mode 1-2-3 strategy built around Digital, IoT, Cloud, Automation, Cybersecurity, Analytics, Infrastructure Management and Engineering Services, amongst others, to help enterprises reimagine their businesses for the digital age.

HCL’s global delivery center in Krakow was established in 2007. It works with several Fortune 500 firms, primarily offering multilingual global technical support. Today, we assist more than 35 customers in 18 different languages.

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JOB SUMMARY:

This position is responsible for the management of the daily EMEA operations of an Order to Cash project using resources responsibly for meeting customer service targets and planning areas of improvement and development. The Customer Service Team is primarily responsible for the processing of all Customer orders, service requests, inquiries, and issue resolution. This will be demonstrated by achievement of defined service levels within customer. They will provide leadership to Team Supervisors to develop, motivate and inspire staff to maximize customer experience. Works closely with operations contacts and support groups to define and implement processes that support Customer Service objectives.