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.
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
Minimum Requirement
Graduate in any stream
Required Work Experience
- Good fluency in Italian & English language, both written and spoken
- 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
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
Required Language Thresholds
- Italian (Native/ C1 Level)
- English Proficiency
Why Us
- Permanent contract
- Competitive salary
- Private health and life insurance from day one in the company
- Working hours: Monday to Sunday, rotating shift
- Hybrid Work Module
- Meal allowance on card/voucher
Equality & Opportunity for All
Representing 165 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.
Candidate Privacy Notice: https://www.hcltech.com/candidate-privacy-notice
Job Types: Full-time, Permanent