HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion.
To learn how we can supercharge progress for you, visit hcltech.com.
HCL’s global delivery center in Krakow was established in 2007. It works with several Fortune 500firms, primarily offering multilingual global technical support. Today, we assist more than 40 customers in 20 different languages.
Purpose of Role:
- 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)
- 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
Benefit package:
- Life insurance
- Private medical care
- MultiSport Card
- Subsidy for glasses
- Subsidy to language courses
- Christmas and holiday bonuses
- Clear career path in a growing multinational organization