Service Desk Specialist
2 semanas atrás
We are seeking a highly skilled Service Desk Agent to join our team at HCLTech. As a Service Desk Agent, you will be the first point of contact for our customers, providing timely and effective support to resolve their queries and issues.
Responsibilities:- Provide information to customers regarding their queries and troubleshoot issues as per defined SLAs.
- Work independently and efficiently to meet SLAs, demonstrating strong problem-solving skills and attention to detail.
- Interact with customers on phone, email, or chat to resolve their queries, ensuring a high level of customer satisfaction.
- Improve skill level through self-development or nominating training programs, staying up-to-date with industry trends and best practices.
- Meet quality scores, SLAs, and bring innovation and process improvement to the team.
- Work effectively in a team, enthusing others to achieve common goals and consistently meet or exceed productivity parameters.
- Graduate in any stream.
- Good fluency in Spanish and English language, both written and spoken.
- Minimum of 1 year's 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.
- 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.
Spanish C1 Level, English Proficiency.
We offer a permanent contract, competitive salary, private health and life insurance from day one in the company, and a hybrid work module. We are 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 Data Privacy Notice: https://www.hcltech.com/candidate-privacy-notice
Conocimientos: Customer Service, Problem-Solving And Interpersonal Abilities, Effective Communication, Detail Oriented
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