Remote German-English Customer Experience Specialist

HCL Technologies Limited; Polska; À distance; PLN 42 000 - 60 000; Plein temps

Résumé du poste

HCLTech is seeking a Customer Service Representative to deliver exceptional client experiences across voice, email, chat and other digital channels. You will be the primary contact for customers, handling inquiries, resolving issues, and contributing to continuous improvement in customer satisfaction and operations.

The role requires excellent German and English communication skills (minimum B2), strong listening abilities, empathy, and experience with ticketing systems.

Qualifications

• Excellent verbal and written communication in German and English with min B2.
• Strong active listening and customer-focused approach.
• Experience with ticketing systems.

Responsabilités

• Manage and resolve customer inquiries independently across voice, email, chat, and other digital channels.
• Assist customers with product, order, account, and service-related requests, ensuring accurate and timely responses.
• Provide effective solutions to customer issues, upholding a positive and professional experience.
• Document all customer interactions comprehensively, maintaining complete and accurate records.
• Adhere to established processes, workflows, and escalation procedures to ensure optimal handling of customer interactions.
• Identify recurring issues and customer trends, sharing insights with supervisors and relevant teams to support continuous process improvement.
• Contribute actively to initiatives aimed at enhancing customer satisfaction and operational effectiveness.

Connaissances

German B2

English B2

Description du poste

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.

Customer Service Representative with German & English

(remote)

Overview of the Role

As a Customer Service Representative at HCLTech, you will play a pivotal role in ensuring an outstanding client experience across multiple communication platforms. You will be the primary point of contact for customers, managing inquiries, resolving issues, and providing feedback that drives continuous improvement in customer satisfaction and operational performance. This role is essential to maintaining HCLTech’s reputation for quality service and innovation.

Detailed Responsibilities

• Manage and resolve customer inquiries independently across voice, email, chat, and other digital channels.
• Assist customers with product, order, account, and service-related requests, ensuring accurate and timely responses.
• Provide effective solutions to customer issues, upholding a positive and professional experience.
• Document all customer interactions comprehensively, maintaining complete and accurate records.
• Adhere to established processes, workflows, and escalation procedures to ensure optimal handling of customer interactions.
• Identify recurring issues and customer trends, sharing insights with supervisors and relevant teams to support continuous process improvement.
• Contribute actively to initiatives aimed at enhancing customer satisfaction and operational effectiveness.

Skill Requirements

• Excellent verbal and written communication skills in German (min.B2) & English (min.B2).
• Strong active listening abilities and a customer-focused approach.
• High degree of empathy and professionalism in all customer interactions.
• Knowledge of customer service processes, best practices, and experience with ticketing systems.
• Exceptional attention to detail and documentation skills.
• Ability to multitask, prioritize workloads, and manage time efficiently in a remote setting.
• Proven problem-solving skills with the capability to identify and appropriately escalate issues.
• Experience handling customer inquiries across multiple channels (phone, email, chat, and digital platforms).
• Ability to work independently and as part of a remote team.

Other Requirements (Optional)

• Experience using advanced customer service tools and CRM platforms.
• Background in technology or IT service environments.
• Additional language proficiency is a plus.
• Certification in customer service or related fields is advantageous.

HCLTech offers a robust framework for professional growth and development, including:

• Access to world-class training programs and certifications in customer service, digital technologies, and leadership.
• Opportunities to advance into senior customer service, team leadership, or specialist roles within HCLTech’s global operations.
• Mentorship initiatives and continuous learning platforms to support personal and professional advancement.
• Recognition and rewards for high performance, innovation, and contributions to customer satisfaction.
• A dynamic, inclusive workplace culture that fosters growth, well-being, and long-term career success.