Service Desk Agent - French Speaker

HCL Technologies Limited; Lisboa; Híbrido; EUR 14 000 - 21 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Permanent contract

Private health and life insurance from

Hybrid Work Model

Meal allowance on card/voucher

Resumo da oferta

HCL Technologies Limited in Lisbon seeks a customer service professional to provide information and troubleshoot issues per SLAs. You will interact with customers by phone, email or chat, capture issues, raise tickets, and coordinate with cross-functional teams.

The role involves dispatching and order parts, SAP-based Install Base management, and contributing to process improvements while meeting quality standards.

Qualificações

• Graduate in any stream is required or equivalent.
• Experience in customer service or technical voice support is preferred.
• Experience with SAP or similar CRM applications is desirable.

Responsabilidades

• Interact with customers via phone, email or chat to capture issues and raise tickets in CRM and assign to appropriate teams.
• Monitor open notifications and dispatch engineers or order parts as needed.
• Manage Install Base data in SAP and collaborate with stakeholders to correct records.
• Aim for quality scores and SLA adherence while seeking process improvements.
• Work effectively in a team and motivate others to achieve common goals.

Conhecimentos

Teamwork

Situational awareness

Critical thinking

Attention to detail

Proactive

Analytical skills

Time management

Formação académica

Graduate in any stream

Ferramentas

SAP

CRM software

Descrição da oferta de emprego

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

Why Us

• Permanent contract
• Private health and life insurance from day one in the company
• Working hours: Monday to Friday
• 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.