Customer Service Support Specialist with Serbian & English

HCLTech; Poland; On-site; PLN 42,000 - 64,000; Full time

Job summary

HCLTech is seeking a Customer Service Support Specialist in Poland to ensure exceptional customer experiences across voice and digital channels. You will resolve inquiries, maintain detailed records, and contribute insights to improve operations.

The role requires Serbian (C1) and English (B2) proficiency, strong communication and documentation skills, and experience with CRM/ticketing tools. A high school diploma is required, with higher education preferred. Flexibility for shifts may be needed.

Qualifications

• Serbian language at least C1 and English at least B2, both written and spoken.
• Excellent interpersonal and communication skills.
• Strong documentation and attention to detail.
• Experience with CRM and ticketing systems is a plus.
• High school diploma required; higher education in Business Administration or Communications preferred.

Responsibilities

• Independently manage and resolve customer inquiries across voice and digital channels, including product, order, and service-related requests.
• Maintain comprehensive and accurate records of all customer interactions with company standards.
• Adhere to approved workflows and escalation procedures to ensure timely resolution.
• Identify recurring issues, analyze trends, and share insights to drive improvements.
• Deliver empathetic and professional communication, upholding customer-centric service.
• Collaborate with team members and other departments to resolve complex issues.
• Stay updated with product knowledge, policies, and industry best practices.

Skills

Serbian (C1)

English (B2)

Customer service

Communication

Active listening

Documentation

Multi-tasking

Time management

Problem solving

CRM tools

Salesforce

Zendesk

Education

High school diploma

Business Administration / Communications (preferred)

Tools

Salesforce

Zendesk

Job description

HCLTech is a global technology company, home to more than 227,000 people across 60 countries, delivering industry-leading capabilities centered around AI, digital, engineering, cloud 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 & Services, Semiconductor, Telecom and Media, Retail and CPG, Mobility and Public Services. Consolidated revenues as of 12 months ending March 2026 totaled $14.7B

Overview of the Role

As a Customer Service Support Specialist, you will play a critical role in ensuring exceptional customer experiences across multiple communication channels. Your focus will be on efficiently resolving customer inquiries, maintaining detailed records, and providing insights to enhance operational effectiveness. This position is essential in upholding HCLTech’s reputation for excellence and responsiveness, directly impacting customer satisfaction and business success.

• Contract type: Employment (UoP)
• Project starts in Nov-Dec

Detailed Responsibilities

• Independently manage and resolve customer inquiries across voice and digital channels, including product, order, and service-related requests.
• Maintain comprehensive and accurate records of all customer interactions in alignment with company standards.
• Adhere to approved workflows and escalation procedures to ensure timely and effective issue resolution.
• Identify recurring issues, analyze trends, and proactively share insights and observations with supervisors to drive process improvements.
• Deliver empathetic and professional communication, upholding HCLTech’s commitment to customer-centric service.
• Collaborate with team members and other departments to resolve complex customer issues and contribute to overall operational success.
• Stay updated with product knowledge, organizational policies, and industry best practices to deliver informed support.

Skill Requirements

• Proficiency in Serbian (minimum C1 level) and English (minimum B2 level), both verbal and written.
• Strong interpersonal, communication, and active listening skills.
• Demonstrated customer empathy and a passion for delivering superior service.
• Working knowledge of customer service processes and systems.
• Strong documentation skills with attention to detail and accuracy.
• Proven ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Strong problem-solving skills, including issue identification and appropriate escalation.
• Basic proficiency in relevant CRM and ticketing tools (e.g., Salesforce, Zendesk) is an advantage.
• Minimum of a high school diploma; higher education in Business Administration, Communication, or a related field is preferred.

Nice to have:

• Previous experience in a customer service or support role within the technology or IT services industry.
• Flexibility to work in shifts, including weekends and holidays, as per business requirements.
• Familiarity with remote work tools and virtual collaboration platforms.
• Additional language proficiency is a plus.