Specialist - Customer Care

HCLTechnologiesLtd .Sucursal EM Portugal; Guerrero; Hybrid; MXN 260,000 - 520,000; Full time

Job summary

Sapsf is seeking a Specialist - Customer Care to lead day-to-day customer support operations, managing shifts and coordinating CCC, Dispatch, Logistics and Install Base tasks across multiple countries.

The role requires strong leadership, complaint handling, and SAP CRM expertise, with a hybrid work arrangement after initial training. Professionals with 2+ years in leadership and 6+ years total experience are encouraged to apply.

Qualifications

• Minimum of 2 years in a leadership or management role and 6 years overall.
• Experience handling complaints.
• Experience working with multiple cross-functional teams/stakeholders.
• Having worked on SAP or similar CRM applications.

Responsibilities

• Daily Management of shift & Job allocation to associates.
• Managing team handling front office - CCC, Dispatch, Logistics and back office - Install Base management & Workpool activities for multiple countries.
• 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.

Skills

Leadership

Complaint handling

Cross-functional communication

SAP CRM

Microsoft Office

Education

Bachelor's degree

Tools

SAP CRM

Job description

Career Opportunities: Specialist - Customer Care (144951)

Requisition ID144951-Posted09/22/2026

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

Required Work Experience:

• Minimum of (2) two years of experience in a leadership or management role and 6 years overall.
• Experience handling complaints.
• Experience working and managing communications, with multiple cross-functional teams/stakeholders.
• Having worked on SAP or similar CRM applications.

Work from office during training, hybrid thereafter (minimum 3 days WFO)

Flexible with Shifts, window – 7am to 6pm

5 days working - 2 days off - Rotational offs.

Required Qualification: -

*Graduate in any stream.

Skill set Required:

• Ability to work under pressure and manage multiple tasks simultaneously.
• Proficient in Microsoft Office (Excel & PowerPoint).
• Knowledge of the industry’s best practices and trends for team management.
• 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
• Excellent analytical skills and strong decision-making skills committed to resolution and compliance
• Strong organizational, time and workflow management skills
• Strong leadership and organizational skills.

Job Description:

• Daily Management of shift & Job allocation to associates
• Managing team handling front office - CCC, Dispatch, Logistics and back office - Install Base management & Workpool activities for multiple countries.
  • 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.
• Meeting Quality Scores and bringing Innovation and Process Improvement
• To consistently meet or exceed all agreed Productivity parameters and SLAs as defined for the process
• Set clear objectives, define roles and responsibilities and ensure each team member aligns with the team’s vision.
• Communicate expectations, goals and feedback to the group regularly and resolve any concerns or issues actively.
• Recognize and reward good performance, provide feedback and encourage professional development.
• Ensure team compliance with company policies and procedures.
• Support and guide team members to ensure they meet their individual targets and KPIs.
• Generate reports on team performance and provide regular updates to senior management.
• Stakeholder management – both internal & external
• Prepare PPTs, Excel and other reports for client reviews and meetings

Key Responsibilities

• Provide Real-Time Assistance To Team Members In Resolving Customer Issues, Ensuring Metrics Related To Customer Satisfaction Are Achieved Through Effective Communication And Problem-Solving Techniques.
• Manage Escalated Calls From Customers And Tier 1 Support Agents, Addressing Complaints And Ensuring Resolutions Meet Customer Expectations.
• Analyze Variations In Floor Performance Metrics, Recommending And Implementing Improvement Actions As Necessary, And Tracking The Effectiveness Of These Initiatives.
• Compile And Prepare Detailed Reports For The Team Leader, Providing Insights On Individual And Team Performance To Facilitate Informed Decision-Making.
• Support Team Members In Maintaining Up-To-Date Knowledge Of Processes And Customer Care Practices, Encouraging Self-Directed Learning And Process Updates.

Skill Requirements

• Strong Understanding Of Customer Service Principles And Practices.
• Proficient In Written And Verbal Communication Skills To Effectively Manage Customer Interactions.
• Basic Knowledge Of Business Acumen To Understand Customer Needs And Organizational Objectives.
• Familiarity With Performance Metrics And Reporting Tools To Analyze Team Effectiveness.

Other Requirements

• Optional But Valuable Certifications In Customer Service Management Or Customer Experience (Cx) Excellence