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Team Leader - Customer Service - German

  • Kraków, Zabierzów (pow. krakowski), małopolskie pokaż mapę
  • Kierownik
  • 29.12.2017

    Pracodawca ma prawo zakończyć rekrutację we wcześniejszym terminie.

    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.

    Due to our growing business needs we are looking for: 

    Team Leader - Customer Support

    German: C1 - C2

    Miejsce pracy: Kraków, Zabierzów (pow. krakowski)


    Job Description

    • Ability to manage a large group of customer service executive
    • Able to create performance reports
    • Facilitate business review to internal team and to client
    • Develops Team Leaders, Performance Improvement Coaches and SME’s
    • To analyze current productivity, suggest & implement the improvements;
    • To be involved & contribute to the implementation of performance and quality improvement initiatives;
    • To establish/develop good client relationship;
    • To maintain the attrition level to the minimum thereby maintaining high employee motivation level & continuous employee development;
    • Accountable for the performance of the teams;
    • Observe individual transactions and monitor to find best practices and improvement opportunities
    • Develops, SME’s, Performance Improvement Coaches and a group of customer service executives
    • Publish reports for the purpose of tracking and improving performance
    • Directly reports to a manager

    Qualification Required :

    • Knowledge of written and spoken English (at least B2) and German (at least C1)
    • Higher education diploma;
    • Communication and  Presentation Skills;
    • Customer Orientation;
    • Teamwork and Interpersonal Skills;
    • Result Oriented.

    Functional Competencies:

    • Domain Knowledge;
    • General awareness of the SLA metrics and client expectations;
    • Effectively communicating to large number of people at the same time and creating interest and excitement in the subject while gaining the trust and enthusiasm of the audience. Good presenters put energy into their presentations and make their audience feel consulted, questioned, challenged and stimulated;
    • Process Related Knowledge;
    • Ability to anticipate customer (Internal and External) needs, service them & constantly seek new ways to surpass customer expectations to enhance business value;
    • Knowledge of business, policies and processes;
    • Displays a high-level of effort and commitment towards supporting team. Demonstrates responsible behavior towards teammates. Works with others to achieve goals;
    • Proficiency in MS Office;
    • Consistently deliver results by setting goals and priorities, which are in line with the organizational direction, departmental objectives and customer expectations. Analyse performance information to set priorities and take calculated risks to improve the delivery of services and operations;
    • Clear understanding of the domain/ process to achieve the defined goals;
    • Understanding of the client’s expectations in terms of the key client deliverables and internal metrics to measure the process performance;
    • Demonstrates an understanding of knowledge specific to a technical & professional field of client’s business through the application of related procedures, principles, theories or concepts;
    • Knowledge of organization’s business, policies and processes, which are shared accurately and on time with concerned individuals;
    • Knowledge and ability to use data processing packages like MS Office in order to generate, analyze and present information;
    • Exposure to back Office process is preferred;
    • Retail experience is mandatory.

    Wir bieten:

    • Lebensversicherung
    • Private Gesundheitsvorsorge
    • MultiSport Karte
    • Gute Sozialleistungen
    • Entwicklungsmöglichkeiten in einem internationalen Unternehmen

    We thank all interested candidates for their applications. We reserve the right to contact only selected candidates. Only those applications that include the candidate's consent to process personal data, in accordance with the Data Protection Act as of 29 August 1997 (Journal of Acts of 2002, No 101, pos. 926 with later amendments) will be considered.