Service Desk Agent - German Speaker (Remote)

HCL Technologies Limited; Lisboa; On-site; EUR 14,000 - 24,000; Full time

Benefits offered by this job

Permanent contract

Private health and life insurance from

Remote Work Model

Meal allowance on card/voucher

Job summary

HCL Technologies Limited is seeking a customer service professional to handle voice, email and chat queries with a focus on delivering excellent customer experiences. The role supports a remote work model and requires strong communication and problem-solving skills.

Graduate in any field with 1+ year experience in customer service or technical support, preferably with SAP CRM. You will work collaboratively with cross-functional teams to meet SLAs and quality targets while maintaining high

Qualifications

• Graduate in any stream.
• 1+ year of experience in Customer Service or Technical Voice Support.
• Experience handling complaints and delivering timely resolutions.
• Experience coordinating with cross-functional teams and stakeholders.
• Familiarity with SAP or similar CRM system.

Responsibilities

• Interacting with customers via phone, email or chat to resolve queries.
• Pursue self-development or training programs to improve skills.
• Meet Quality Scores, SLAs and contribute to process improvements.
• Collaborate effectively in a team and motivate others to achieve common goals.
• Maintain productivity targets and adhere to defined performance metrics.

Skills

Teamwork

Situational awareness

Analytical thinking

Attention to detail

Self-motivation

Decision making

Time/workflow management

Education

Graduate in any stream

Tools

SAP CRM

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 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
• Remote 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.