.. customer support through ticket systems (chat and email) and possibly phone Ensure low to medium-complexity customer issues are resolved using procedures Ensure high customer satisfaction and demonstrate empathy while solving customer concerns May perform root cause analysis and present findings Work .. outros
Dutch Customer Service Agent (Remote in Portugal)
HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age; with a worldwide network of R&D, innovation labs and delivery centers and ‘Ideapreneurs’ working in 50 countries. HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000.
Responsibilities
- Manage incoming client contacts and escalations with compassion and proactivity in order to prioritize their needs and provide unique solutions to problems
- Own the Stakeholder Experience by liaising with diverse Helpdesks (for troubleshooting assistance), product partners (both certified through the client and third-parties) and Quality Engineering teams
- Coordinate regular calls with the client for refills and upgrades to product accessories
- Process both client-generated and internally generated service request tickets within specified delivery times
- Administrative support to certify client details and alter any incorrect information within our stakeholder’s client database
- Flexibility to take on additional tasks as directed by Team Lead
Qualifications & Experience
- High School Degree, GED or equivalent
- Bachelor’s Degree in any related field is preferred
- Minimum 1 year of experience in customer support or client facing role, preferably in a multi-national environment
Required Language Thresholds :
- Dutch (Level C1/C2)
- English (Level B2)
Skills & Knowledge
- Advanced level working knowledge of Microsoft Office Suite
- Effective interactive skills and ability to work as part of a team
- Resilient under pressure and adaptable to unseen work demands
- Flexible attitude towards working patterns including early starts and bank Holidays
What We Offer :
- Remote work from home in Portugal;
- Permanent contract;
- Competitive salary;
- Private health and life insurance from day one in the company;
- Working hours: Monday to Friday, day shift;
- Meal allowance on card/voucher;
- Career progression opportunities;
- Parenthood program;
- Our facilities include an on-site gym; indoor pool, fitness classes and a football pitch;
- Staff canteen with varied food options and river-facing balcony seating
hcl_bserv
Job Types : Full-time, Permanent