Senior Process Associate - Customer Care

HCL Technologies Limited; Strzelce Opolskie; On-site; PLN 60,000 - 90,000; Full time

Job summary

HCL Technologies Limited in Poland is seeking a Senior Process Associate - Customer Care to manage complex inbound/outbound calls and resolve escalated issues, supporting high levels of customer satisfaction and strong NPS.

You will coach teammates, assist in training, and lead improvements to call handling processes while upholding service standards and confidentiality.

Join a global tech leader and contribute to delivering exceptional customer service across diverse client industries.

Qualifications

• Proficiency in customer service principles and practices.
• Excellent verbal and written communication skills.
• Ability to analyze customer issues and provide resolutions.
• Familiarity with performance metrics and SLAs.
• Strong adherence to company policies and confidentiality.

Responsibilities

• Handle complex inbound and outbound calls, providing expert assistance and resolving escalated issues.
• Follow escalation procedures for issues beyond control, aiming for high first-call resolution.
• Monitor and ensure quality of customer interactions, providing constructive feedback and coaching.
• Assist in training new team members and offer ongoing support and mentorship.
• Lead initiatives to enhance call handling processes and improve overall service efficiency.

Skills

Customer service

Verbal communication

Written communication

Issue analysis

SLA awareness

Job description

Senior Process Associate - Customer Care Senior Process Associate - Customer Care Poland Job Description Senior Process Associate - Customer Care Gmina Strzelce Opolskie, Opolskie

Job Summary

Senior Process Associate - CC plays a pivotal role in delivering exceptional customer service by managing complex calls and resolving escalated issues. This position is crucial for maintaining high levels of customer satisfaction and Net Promoter Score (NPS) while also contributing to team development through training and mentorship. The role emphasizes a service mindset and continuous process improvements, ensuring effective and quality customer interactions.

Key Responsibilities

1. Handle Complex Inbound And Outbound Calls, Providing Expert Assistance And Resolving Escalated Customer Issues Using Effective Communication And Problem-Solving Skills.
2. Follow Escalation Procedures For Issues Beyond Individual Control, Ensuring A High First-Call Resolution Rate And Effective Customer Support.
3. Monitor And Ensure The Quality Of Customer Interactions, Providing Constructive Feedback And Coaching To Team Members To Enhance Their Performance.
4. Assist In Training New Team Members And Offer Ongoing Support And Mentorship, Fostering A Collaborative And Growth-Oriented Team Environment.
5. Lead Initiatives Focused On Enhancing Call Handling Processes And Improving Overall Customer Service Efficiency, Contributing To Better Customer Experiences.

Skill Requirements

1. Proficiency In Customer Service Principles And Practices, Demonstrating A Strong Service Mindset.
2. Excellent Verbal And Written Communication Skills, Ensuring Effective Interaction With Customers And Team Members.
3. Ability To Analyze Customer Issues And Provide Resolutions, Showcasing Problem-Solving Capabilities.
4. Familiarity With Performance Metrics And Slas, Contributing To Project Outcomes And Maintaining Quality Standards.
5. Strong Adherence To Company Policies And Guidelines, Including Confidentiality And Ethical Conduct.

Other Requirements

1. Optional But Valuable Certifications In Customer Service Excellence Or Related Fields Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, 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 and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.