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Customer Care Senior Executive (Chat services) German job in Kraków at HCL Technologies

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Customer Care Senior Executive (Chat services) German at HCL Technologies

Customer Care Senior Executive (Chat services) German

HCL Technologies Kraków, PL Full Time
Required languages: English (Business Fluent) / German (Business Fluent)
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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 chat or email

●       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 understanding & writing skills in English & German (C1 level or Native) --- other EU language will be an added advantage (Romanian, Turkish or Italian)

  • ●       Basic understanding of Banking

    ●       Excellent writing skills, customer orientation and ability to adapt / respond to different types of customer queries, Probing (Issue Identification)

    ●       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

    ●       Good written and verbal Communications

    ●       Issue Resolution and Escalation Management

    ●       Problem Solving, Self-management and Decision-Making

    ●       Multi-Tasking / Time Management

    ●       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 skills

    ●       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

Recommended Skills

  • German Language
  • Italian (Language)
  • Turkish (Language)
  • English Language
  • Romanian (Language)
  • Time Management
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