Senior Customer Service Representative with German

7 dni temu

Kraków, Lesser Poland HCLTech Pełny etat 45 000 zł - 55 000 zł rocznie

HCLTech is a global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, AI and software, 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 December 2023 totaled $13.1 billion.

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Your responsibilities:

  • To provide information to customers regarding their queries and troubleshoot the issues as per defined SLAs, able to work independently and efficiently to meet SLA, Able to comprehend the request of the customer and meet the quality standard.
  • Manage CCC, Dispatch & Install Base management activities:
  • CCC- Interacting with customers on phone, email or chat to capture customer issue, raise ticket on CRM application and assign to relevant teams.
  • Dispatch – Monitor open notifications/tickets and act accordingly, such as booking an engineer and ordering spare parts.
  • Install Base management – Managing accuracy of system reports by identifying and correcting wrong/missing information in SAP. Interacting with stakeholders to identify missing information.
  • Improving skill level through Self-development or nominating training programs Skill Reverification Tests
  • Meeting Quality Scores, SLAs and bringing Innovation and Process Improvement
  • The individual should be able to work effectively in a team whilst encouraging others to do the same for achievement of common goals of the team
  • To consistently meet or exceed all agreed Productivity parameters as defined for the process

Our requirements:

  • Good fluency in German & English language, both written and spoken.
  • Minimum of 1 years' experience in Customer Service or Technical as Voice Support.
  • Experience handling complaints; driven to deliver an excellent customer experience through resolutions and adherence to response times.
  • Experience working and managing communications, with multiple cross-functional teams/stakeholders.
  • Having worked on SAP or similar CRM application.

W
hat we offer:

  • Life insurance
  • Private medical care
  • MultiSport Card
  • Subsidies for glasses
  • Subsidies for language courses
  • Christmas and holiday bonuses

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