Senior Process Associate - Customer Care

HCL Technologies Limited; Pennsylvania; On-site; USD 29,000 - 33,000; Full time

Job summary

HCL Technologies Limited in Luzerne, Pennsylvania is seeking a Senior Process Associate - Customer Care to manage complex customer interactions and resolve escalated issues. You will contribute to high customer satisfaction and NPS while supporting team development through training and mentorship.

The role emphasizes strong service mindset, adherence to policies, and ongoing process improvements to deliver quality customer interactions across channels.

Qualifications

• Experience delivering customer service in a call center or similar environment.
• Strong verbal and written communication skills with customers and teammates.
• Ability to analyze complex issues and provide effective resolutions.
• Familiarity with performance metrics and SLAs and maintaining quality standards.

Responsibilities

• Handle complex inbound and outbound calls and resolve escalated issues with professionalism.
• Follow escalation procedures for issues beyond control to ensure high first-call resolution.
• Monitor call quality and coach teammates to improve performance and service levels.
• Assist in training new team members and provide ongoing support and mentorship.
• Lead initiatives to improve call handling processes and overall customer satisfaction.

Skills

Customer service principles

Communication skills

Issue analysis

Metrics & SLAs

Policy adherence

Job description

Senior Process Associate - Customer Care Senior Process Associate - Customer Care United States Job Description Senior Process Associate - Customer Care Luzerne, Pennsylvania

Job Summary

Senior Process Associate - CC plays a pivotal role in delivering exceptional customer service by managing complex calls and resolving escalated issues. This position is crucial for maintaining high levels of customer satisfaction and Net Promoter Score (NPS) while also contributing to team development through training and mentorship. The role emphasizes a service mindset and continuous process improvements, ensuring effective and quality customer interactions.

Key Responsibilities

• Handle Complex Inbound And Outbound Calls, Providing Expert Assistance And Resolving Escalated Customer Issues Using Effective Communication And Problem-Solving Skills.
• Follow Escalation Procedures For Issues Beyond Individual Control, Ensuring A High First-Call Resolution Rate And Effective Customer Support.
• Monitor And Ensure The Quality Of Customer Interactions, Providing Constructive Feedback And Coaching To Team Members To Enhance Their Performance.
• Assist In Training New Team Members And Offer Ongoing Support And Mentorship, Fostering A Collaborative And Growth-Oriented Team Environment.
• Lead Initiatives Focused On Enhancing Call Handling Processes And Improving Overall Customer Service Efficiency, Contributing To Better Customer Experiences.

Skill Requirements

• Proficiency In Customer Service Principles And Practices, Demonstrating A Strong Service Mindset.
• Excellent Verbal And Written Communication Skills, Ensuring Effective Interaction With Customers And Team Members.
• Ability To Analyze Customer Issues And Provide Resolutions, Showcasing Problem-Solving Capabilities.
• Familiarity With Performance Metrics And Slas, Contributing To Project Outcomes And Maintaining Quality Standards.
• Strong Adherence To Company Policies And Guidelines, Including Confidentiality And Ethical Conduct.

Other Requirements

• Optional But Valuable Certifications In Customer Service Excellence Or Related Fields Maximum Salary (US): 33280 Minimum Salary (US): 29120

Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.

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