Customer Care Agent – Spanish Speaker

HCL Technologies Limited; Lisboa; Hybrid; EUR 18,000 - 24,000; Full time

Benefits offered by this job

Private health insurance

Life insurance

Hybrid work model

Meal allowance

Job summary

HCL Technologies Limited is seeking a customer service professional for voice support in Lisbon. You will handle inquiries via phone, email or chat, raise tickets, and coordinate with cross-functional teams to ensure timely resolutions in line with SLAs.

The role includes SAP-based data checks and dispatch tasks, with a focus on service quality and continuous improvement. The position offers a permanent contract, hybrid work model, and benefits such as private health and life insurance from day

Qualifications

• Graduate in any stream.
• 1+ year experience in Customer Service or Technical as Voice Support.
• Experience handling complaints and delivering resolutions within response times.
• Experience working with multiple cross-functional teams/stakeholders.
• Experience with SAP or similar CRM application.

Responsibilities

• Interacting with customers on phone, email or chat to capture customer issue with devices, raise ticket on CRM application and assign to relevant teams.
• Dispatch - Monitor open notifications/tickets and act accordingly, such as booking an engineer and ordering spare parts.
• Install Base management - Managing accuracy of system reports by identifying and correcting wrong/missing information in SAP.
• Improving skill level through self-development or training programs.
• Meeting Quality Scores, SLAs and driving process improvements.
• Work effectively in a team and support others to achieve goals.

Skills

Team oriented

Situational awareness

Critical thinking

Attention to detail

Proactive

Analytical skills

Time management

Computer skills

Flexibility

Education

Graduation

Tools

SAP

CRM tools

Microsoft Office

Job description

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 222,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

If all this sounds like an environment, you'll thrive in, then you're in the right place. Join us on our journey to advancing the technological world through innovation and creativity.

Your Role & Responsibilities

To provide information to customers regarding their queries and troubleshoot the issues as per defined SLAs, able to work independently and efficiently to meet SLA, Able to comprehend the request of the customer and meet the quality standard.

• Interacting with customers on phone, email or chat to capture customer issue with devices, raise ticket on CRM application and assign to relevant teams.
• Dispatch - Monitor open notifications/tickets and act accordingly, such as booking an engineer and ordering spare parts.
• Install Base management - Managing accuracy of system reports by identifying and correcting wrong/missing information in SAP. Interacting with stakeholders to identify missing information.
• Improving skill level through Self-development or nominating training programs Skill Reverification Tests
• Meeting Quality Scores, SLAs and bringing Innovation and Process Improvement
• The individual should be able to work effectively in a team whilst enthusing others to do the same for achievement of common goals of the team
• To consistently meet or exceed all agreed Productivity parameters as defined for the process

Qualifications & Experience

Graduate in any stream

Required Work Experience

• Minimum of 1 years' experience in Customer Service or Technical as Voice Support
• Experience handling complaints; driven to deliver an excellent customer experience through resolutions and adherence to response times
• Experience working and managing communications, with multiple cross-functional teams/stakeholders.
• Having worked on SAP or similar CRM application

Required Language Thresholds:

Key Skills

• Team oriented/team player
• Situational/contextual awareness with the ability to understand the impacts of one’s work.
• Excellent critical and analytical thinking abilities
• High attention to detail, and high level of professionalism
• Proactive, self-motivated, self-starter, minimal supervision
• Excellent analytical skills and strong decision-making skills committed to resolution and compliance
• Strong organizational, time and workflow management skills
• Strong computer skills, comfortable working with Microsoft office tools (Outlook, Teams, Excel)
• Flexibility to adapt to schedules, changing priorities and new tasks

Nice to have

• Fluency in Italian, French or Bilingual in Portuguese
• Experience with ERP systems, ideally SAP

Why Us

• Permanent contract
• Private health and life insurance from day one in the company
• Hybrid Work Model
• Meal allowance on card/voucher

Equality & Opportunity for All

As a company with employees representing 161 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law.