Service Desk Agent

HCLTech; Lisboa; On-site; EUR 25,000 - 35,000; Full time

Job summary

HCLTech is looking for a Customer Service representative in Lisbon, Portugal, to provide information and troubleshoot issues for customers. The ideal candidate should have at least 1 year of experience in Voice Support and be able to work independently while meeting high-quality standards.

Responsibilities include answering customer queries through various communication channels and continuously improving skills through development programs. Candidates must possess critical thinking abilities and demonstrate a proactive approach to challenges.

Qualifications

• Minimum of 1 year experience in Customer Service or Technical Voice Support.
• Experience in handling complaints and delivering excellent customer experience.
• Ability to manage communications with multiple cross-functional teams.

Responsibilities

• Interact with customers on phone, email, or chat to resolve queries.
• Meet or exceed all agreed Productivity parameters.
• Work effectively in a team and bring innovation.

Skills

Team oriented/team player

Excellent critical and analytical thinking

High attention to detail

Strong organizational skills

Proactive and self-motivated

Education

Graduate in any stream

Tools

SAP or similar CRM application

Job description

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 resolve their queries.
• 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.