Service Desk Agent - French Speaker

HCLTech; Lisboa; Híbrido; EUR 20 000 - 30 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Private health and life insurance

Meal allowance

Hybrid Work Model

Resumo da oferta

HCLTech in Lisboa is seeking a customer service representative to interact with customers via phone, email, and chat. The successful candidate will resolve queries efficiently and meet defined SLAs, demonstrating excellent analytical and decision-making skills.

This position requires a minimum of 1 year of experience in customer service and offers a permanent contract along with private health and life insurance from day one. The work model is hybrid, with Monday to Friday hours and a meal allowance.

Qualificações

• 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.

Responsabilidades

• Interacting with customers to resolve queries through call, email or chat.
• Improving skill level through self-development or training programs.
• Meeting quality scores and SLAs while bringing innovation to the process.

Conhecimentos

Team oriented/team player

Excellent critical and analytical thinking abilities

High attention to detail

Proactive, self-motivated, self-starter

Strong organizational skills

Excellent decision-making skills

Formação académica

Graduate in any stream

Ferramentas

SAP or similar CRM applications

Descrição da oferta de emprego

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 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

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.