Senior Process Associate - Customer Care

HCLTechnologiesLtd .Sucursal EM Portugal; Guerrero; Hybrid; MXN 240,000 - 360,000; Full time

Job summary

Sapsf is seeking a Senior Process Associate in Customer Care to handle inquiries, resolve issues, and ensure SLA adherence. The role involves interacting with customers via phone, email, or chat, and coordinating with cross-functional teams.

Ideal candidates have native English and Italian language capabilities, 1+ year in customer service or technical support, and experience with SAP/CRM. The position offers hybrid work with training on-site.

Qualifications

• Graduate in any stream.
• Minimum 1 year in Customer Service or Technical as Voice Support.
• Experience handling complaints with focus on quick resolutions.
• Experience working with SAP or CRM applications.

Responsibilities

• Provide information to customers and troubleshoot per SLAs.
• Handle CCC, Dispatch, Logistics & Install Base management in SAP/CRM.
• Improve skills and participate in training/verification tests.
• Meet Quality Scores, SLAs and drive process improvements.
• Collaborate with team members to achieve common goals.

Skills

Customer Service

English Proficiency

Communication

Complaint Handling

Cross-functional Teamwork

Problem Solving

Education

Bachelor's degree

Tools

SAP

CRM

Job description

Career Opportunities: Senior Process Associate - Customer Care (132504)

Type of Requirement: - Blended (Excellent Written & Verbal Communication in Italian is a must).

Designation: - Senior Customer Support Representative

Required Work Experience:

• Native Speaker Plus 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 2 days WFO)
• Monday to Friday, Business Hours

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, Logistics & 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
  • Logistics - Ordering spare parts and managing inventory
  • 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

Key Responsibilities

1. Handle Complex Inbound And Outbound Calls, Providing Expert Assistance And Resolving Escalated Customer Issues Using Effective Communication And Problem-Solving Skills.
2. Follow Escalation Procedures For Issues Beyond Individual Control, Ensuring A High First-Call Resolution Rate And Effective Customer Support.
3. Monitor And Ensure The Quality Of Customer Interactions, Providing Constructive Feedback And Coaching To Team Members To Enhance Their Performance.
4. Assist In Training New Team Members And Offer Ongoing Support And Mentorship, Fostering A Collaborative And Growth-Oriented Team Environment.
5. Lead Initiatives Focused On Enhancing Call Handling Processes And Improving Overall Customer Service Efficiency, Contributing To Better Customer Experiences.

Skill Requirements

1. Proficiency In Customer Service Principles And Practices, Demonstrating A Strong Service Mindset.
2. Excellent Verbal And Written Communication Skills, Ensuring Effective Interaction With Customers And Team Members.
3. Ability To Analyze Customer Issues And Provide Resolutions, Showcasing Problem-Solving Capabilities.
4. Familiarity With Performance Metrics And Slas, Contributing To Project Outcomes And Maintaining Quality Standards.
5. Strong Adherence To Company Policies And Guidelines, Including Confidentiality And Ethical Conduct.

Other Requirements

• Optional But Valuable Certifications In Customer Service Excellence Or Related Fields