Bilingual Senior Customer Care Associate | SAP CRM

HCLTech; Lisboa; Hybrid; EUR 24,000 - 36,000; Full time

Job summary

HCL Technologies Limited in Lisbon is seeking a Senior Customer Support Representative to join our Customer Care team. You will handle Spanish and English inquiries, resolve issues per SLAs, and collaborate with cross-functional teams to deliver outstanding service.

The role involves CCC, Dispatch, Logistics and Install Base tasks, working from office during training and hybrid afterwards, with a 5-day workweek during business hours.

Qualifications

• Native Spanish Speaker plus English, both written and spoken.
• 1–2 years’ experience in Customer Service or Technical as Voice Support.
• Experience handling complaints and delivering customer resolutions within SLAs.
• Experience coordinating with multiple cross-functional teams and stakeholders.
• Experience working on SAP or similar CRM application.

Responsibilities

• Provide information to customers and troubleshoot issues per defined SLAs.
• Capture issues via phone, email or chat and raise tickets in CRM.
• Manage CCC, Dispatch, Logistics & Install Base activities.
• Improve skills through self-development and training programs.
• Meet Quality Scores and SLAs while driving process improvements.

Skills

Spanish + English fluency

Customer service experience

Cross-functional collaboration

CRM / SAP knowledge

Education

Graduate in any stream

Tools

SAP CRM

Job description

HCL Technologies Limited in Lisbon is seeking a Senior Customer Support Representative to join our Customer Care team. You will handle Spanish and English inquiries, resolve issues per SLAs, and collaborate with cross-functional teams to deliver outstanding service.

The role involves CCC, Dispatch, Logistics and Install Base tasks, working from office during training and hybrid afterwards, with a 5-day workweek during business hours.