Multichannel Customer Experience Specialist (Estonian & English)

HCLTech; Poland; On-site; PLN 40,000 - 60,000; Full time

Job summary

HCLTech is seeking a Customer Service Support Specialist to deliver excellent experiences across voice and digital channels, resolve inquiries, and maintain accurate records. This role emphasizes fast, accurate responses and adherence to workflows to uphold exceptional service standards.

You will analyze trends, share insights with supervisors, and collaborate with other departments to drive continuous operational improvements and customer satisfaction.

Qualifications

• Proficiency in Estonian (C1) and English (B2), both written and spoken.
• Strong interpersonal and communication skills with active listening.
• Empathy and passion for delivering superior customer service.
• Familiarity with customer service processes and systems.
• Excellent documentation and attention to detail.
• Ability to multitask and manage time in a fast-paced environment.
• Problem-solving with effective escalation when required.
• Basic knowledge of CRM/ticketing tools (Salesforce, Zendesk) is a plus.
• High school diploma; higher education in Business Administration, Communications, or related field 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 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.

Skills

Customer service

Communication

Empathy

Documentation

Multitasking

Time management

Problem solving

Active listening

Interpersonal skills

Education

High school diploma

Higher education in Business Administration or related field

Tools

Salesforce

Zendesk

Job description

HCLTech is seeking a Customer Service Support Specialist to deliver excellent experiences across voice and digital channels, resolve inquiries, and maintain accurate records. This role emphasizes fast, accurate responses and adherence to workflows to uphold exceptional service standards.

You will analyze trends, share insights with supervisors, and collaborate with other departments to drive continuous operational improvements and customer satisfaction.