Back Office Agent
We are a renowned global IT service and consulting company, presently developing our tech footprint in Lisbon (Parque das Nações).
As a Back Office Specialist with HCL Technologies, you will be supporting our German/French speaking stakeholders’ Service Provider network, ensuring that their service coordination is functioning at optimal levels. The ideal candidate will be a self-starter with excellent communication and negotiation skills, someone who is highly attentive to all stakeholder requests, and able to prioritize client driven tasks.
These will be your tasks
Support the quote acquisition process and manage service approvals for various categories and stakeholders.
Act as a query and escalation point of contact for both internal and external stakeholders.
Contribute to operational performance management through ad-hoc and recurrent reporting
Monitor service interventions related times of delivery and identify specific actions, to avoid breaching the time limit agreed to in the contract .
Support the daily operational management of the service and delivery time management.
Pursue any opportunity to maximize Profit and Loss performance, as well as overall efficiency measurements.
You're Offering These Qualifications and Experience
High School Diploma or Secondary School Completion Equivalent is the required minimum. A Bachelor’s Degree in any field is a preferred.
Experience with cross-functional engagements
Intermediate use level of the Microsoft Office Suite
A proven record of success in following and executing against defined transactional processes and meeting expected service levels, with the goal of exceeding them.
IT Related Experience is a huge plus.
Required Language Thresholds: German: (C2: Native-Level Fluency): French: (C2: Native-Level Fluency): English: (B2-Independent User Level).
Excellent communication skills
Proven track record in the delivery of high quality customer service
Detailed knowledge Xerox Office Product environments,
Detailed knowledge of Xerox systems to perform reporting and BI analysis.
Good Knowledge of Xerox Systems and tools, (i.e. ESAP, XSM, XPSST)
Systems and IT literate
Proven ability to work as part of a flexible fast changing environment
We're Offering These Benefits
Meal Allowance on Card.
Career Progression Opportunities.
Well-rounded Health and Life Insurance Packages.
On-site gym: includes indoor pool access, fitness classes, and a football pitch.
Staff Canteen with varied food options and river-facing balcony seating.
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