Customer Care Executive - Poland

HCL Technologies  Cracow, Małopolskie, Poland 

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. ... Enterprises across industries stand at an inflection point today. In order to thrive in the digital age, technologies such as analytics, cloud, IoT, and automation occupy center stage.

Job Description:

●       Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

●       Contribute to team effort by accomplishing related results as needed

●       Identify and assess customers’ needs to achieve satisfaction

●       Build sustainable relationships of trust through open and interactive communication

●       Provide accurate, valid and complete information by using the right methods/tools

●       Handle complaints provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

●       Follow communication procedures, guidelines and policies

●       Go the extra mile to engage customers

●       Resolve customer complaints via phone and/or chat

●       High energy resource with ability to own and assist customer requests/ issues/ needs; and ensure adherence to defined procedures to complete phone/ email/ chat transactions

●       Able to probe and gather customer requirements effectively

●       Understand Service Level Agreements and support achievement of set targets

Knowledge Base Management

●       Build/ maintain training material (training presentations etc.) to close the gaps identified

●       Provides support in documenting business processes and other continuous improvement projects

●       Maintains the organization of department files/references and performance report

Languages Required:

●       Multilingual resource with good writing and speaking skills in English & Romanian  (C1 level or Native) --- other EU language will be an added advantage (German, Turkish, Italian)

Requirements:

●       Basic understanding of Banking

●       Customer orientation and ability to adapt/respond to different types of characters

●       Good writing and speaking skills using predefined scripts

●       Ability to multitask, prioritize and manage time effectively

●       High school diploma or equivalent; college degree preferred

●       Flexible to work on Saturday & in rotational shifts - Any 8 hours shift b/w 8:00 am – 8:00 pm.

●       Customer Service Skills

●       Written and Verbal Communications

●       Probing (Issue Identification)

●       Issue Resolution and Escalation Management

●       Problem Solving

●       Self-Management

●       Decision-Making

●       Multi-Tasking / Time Management

●       Analytical Thinking

●       Extensive exposure to this skill and related work experiences

●       Applies detailed knowledge and skills to complex (or new) work situations in multiple settings.

●       Trains and/or directs work of others in complex facts, methods, and techniques related to the skill.

●       Can assist other team members with questions and problems related to this skill

●       Proactive with a strong ethic and eagerness to ‘ go the extra mile’

●       Adaptable to learn new processes, concepts and skills

●       Ability to work in a fast-paced deadline driven environment

We offer:

• Life insurance

• Private health insurance

• MultiSport Card

• Clear career path in a growing multinational organization