Senior Customer Care & Process Improvement Lead

HCL Technologies Limited; El Paso (TX); On-site; USD 30,000 - 33,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k) retirement plan

Paid time off (PTO)

Paid holidays

Employee assistance program

Life insurance

Disability insurance

Job summary

HCL Technologies Limited in El Paso, TX seeks a Senior Process Associate - Customer Care to manage complex customer interactions and escalate issues when needed. You will contribute to high NPS and support team development.

The role emphasizes a service mindset, adherence to SLAs, and ongoing process improvement to enhance customer experiences. On-site position with competitive benefits and long-term career potential.

Qualifications

• Strong customer service principles and service mindset.
• Excellent verbal and written communication with customers and team.
• Ability to analyze issues and provide resolutions.
• Familiarity with performance metrics and SLAs.
• Adherence to company policies and confidentiality.

Responsibilities

• Handle complex inbound and outbound calls and resolve escalated issues.
• Follow escalation procedures for problems beyond control to ensure high first-call resolution.
• Monitor call quality and provide feedback to improve performance.
• Assist in training new team members and provide mentorship.
• Lead initiatives to improve call handling and overall service efficiency.

Skills

Customer service mindset

Verbal & written communication

Issue analysis & resolution

Understanding of SLAs & metrics

Policy adherence & confidentiality

Job description

HCL Technologies Limited in El Paso, TX seeks a Senior Process Associate - Customer Care to manage complex customer interactions and escalate issues when needed. You will contribute to high NPS and support team development.

The role emphasizes a service mindset, adherence to SLAs, and ongoing process improvement to enhance customer experiences. On-site position with competitive benefits and long-term career potential.