Multichannel Customer Support Specialist (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 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.