Remote Service Desk Agent — SLA-Driven Support

HCLTech; Portugal; On-site; EUR 18,000 - 25,000; Full time

Benefits offered by this job

Private health insurance

Life insurance

Remote work model

Meal allowance

Job summary

HCLTech in Portugal is seeking a customer service/voice support professional to join our remote friendly team. You will interact with customers via phone, email or chat, resolve queries, and ensure high-quality service within SLAs.

The role requires at least 1 year in customer service or technical support and experience with SAP or similar CRM. A graduate from any field is acceptable, with strong communication and teamwork skills.

Qualifications

• Graduate in any stream.
• 1+ year experience in Customer Service or Technical as Voice Support.
• Experience with SAP or similar CRM.

Responsibilities

• Interacting with customers on phone, email or chat to resolve their queries.
• Meeting Quality Scores, SLAs and bringing Innovation and Process Improvement.
• Working with cross-functional teams to resolve issues and drive resolution.
• Managing productivity parameters as defined for the process.

Skills

Team oriented

Situational/contextual awareness

Analytical thinking

Attention to detail

Self-motivated

Decision making

Time management

Education

Graduate in any stream

Tools

SAP CRM

Job description

HCLTech in Portugal is seeking a customer service/voice support professional to join our remote friendly team. You will interact with customers via phone, email or chat, resolve queries, and ensure high-quality service within SLAs.

The role requires at least 1 year in customer service or technical support and experience with SAP or similar CRM. A graduate from any field is acceptable, with strong communication and teamwork skills.