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.24/7 on shifts support for Supply Chain customers.
Main responsibilities on the role is to provide customer service support on, but not limited to Calls, Chats, Tickets, Emails and other tools that may be provided for customer and internal communication.The support will be for Global customers.Your Role & ResponsibilitiesAdhering to all given SLAs (Service Level Agreements) and KPIs (Key performer indicators) who are due to constant changeCustomer First mindsetStrong attention to detailsVery good soft skillsTo be able to work with minimum SupervisionAdaptive and eager to learn new procedures and processesHandle customer queries, disputes and issues via phone and email required main language and English in a timely and professional manner.Analyze customer feedback and provide actionable insights to improve service quality.Maintain accurate records of customer interactions and transactions.Collaborate with other departments to resolve complex customer issues.Ensure all complaints/queries that cannot be resolved personally are routed to the appropriate internal or external parties for resolution.Continuously improve processes to enhance customer experience.To follow all Risk and Compliance policies by the customer and HCL Tech Comfortable working night shifts and in a 24/7 work environment.Excellent attention to detail and problem-solving skills.Create exceptional customer experience for the given customer segments in line with SLAs with focus on First Contact Resolution and low customer effort.Proofreading (European languages), basic translation, mass communication, price communication and ad-hoc requests.Perform any ad hoc activities as required including outside Supply Chain processSupporting and using AI tools as per local HCL policyQualifications & ExperienceHigh-school degreeRelevant experience: 0 – 2 years Technical/Application Skills: good to have, but not mandatory requirementSoft Skills: StrongRequired Language Thresholds:Dutch: (C2: Level)English: (B2-Level)Why UsPermanent contractCompetitive salaryPrivate health and life insurance from day one in the companyWorking hours: 24x7 Monday to SundayRemote based in PortugalMeal allowance on card/voucherEquality & Opportunity for AllAs a company with employees representing 161 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: