Arabic Linguist

HCLTech; Dadri; Hybrid; INR 300,000 - 420,000; Full time

Job summary

HCLTech in Noida is seeking a customer service professional fluent in Arabic and English to handle voice, email or chat inquiries. The role involves resolving customer issues within defined SLAs, coordinating cross-functional teams, and using SAP/CRM tools to manage tickets and install-base data.

The selected candidate will work from the office during training and transition to a hybrid model, with at least three days of work-from-office as standard.

Qualifications

• Graduation in any stream.
• Fluency in Arabic and English, written and spoken.
• Minimum 1 year of customer service/voice support.
• Experience with SAP or a CRM application.
• Ability to meet SLAs and manage tickets.

Responsibilities

• Interact with customers on phone, email or chat to capture issues and raise tickets in the CRM system.
• Coordinate CCC, Dispatch & Install Base activities with relevant teams.
• Monitor open notifications/tickets and coordinate with engineers and parts orders when needed.
• Ensure accuracy of system reports in SAP and drive data integrity with stakeholders.
• Strive for high quality scores, SLA adherence and process improvements.

Skills

Arabic language proficiency

English language proficiency

Customer service

CRM/CRM tools

Education

Graduate

Tools

SAP CRM

Job description

HCL Tech hiring for Arabic Language Customer Service in Noida

Required Work Experience:

• Good fluency in Language Arabic & English, 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

Work Schedule

• Work from office during training, hybrid thereafter (minimum 3 days WFO)
• Local working hours of the country supporting
• 5 days working - 2 days off

Required Qualification: -

*Graduate in any stream.

Job Description:

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 enthusing 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

Key Skills:

• Team oriented/team player
• Situational/contextual awareness with the ability to understand the impacts of one’s work.
• Excellent critical and analytical thinking abilities
• High attention to detail, and high level of professionalism
• Strong organizational, time and workflow management skills