Customer care representative.

Profil Recherché

General requirements :

Follow closely managers work guidance, assignments & priorities set for the position holder and / or for the entire team

Participate in training organized or assigned by Team Leaders and OTC managers – attend the training sessions in person or in a virtual environment, actively participate in it, submit feedback as appropriate and successfully pass all assessments organized after the training sessions.

Deliver trainings to :

New team members to explain and demonstrate the daily activities performed by the position holder

Ongoing training sessions aiming best practice sharing and process gaps filling

Create and update process documentation on the processes, activities and tasks performed by the position holder, proactively or upon management assignment and in line with the internal process documents creation policy and practices

Work on own initiative, autonomously and without constant supervision

Respect working schedules organized and communicated by management team

Provide audit evidence for quality, control and compliance purposes

Escalate in a timely manner all operational, administrative, organizational or other issues to Team leader and manager.

Proficiency in French and good command English.

Computer literacy in MS office and customized ERP system.

Ensure compliance to all business controls, quality, security and organizational policies properly communicated by the employer.

Contribute to process optimization / improvement initiatives

Comply to Company and Client behavior and ethics guidelines as per internal policies, communications and trainings delivered

Analytical skills and focus on the details.

Excellent numerical skills

Proactive approach towards internal communication – requirement

Collaborate with colleagues within the team on complex cases, support other team members in case of urgent matters or backlog situations

Role specific requirements :

Manage the resolution of Partner / Customer queries received in mailbox, Query Management System, CVG within corporate guidelines and procedures.

Demonstrate the ability to react professionally in disputed or heated situations providing solutions that not only meet with Partner / Customer satisfaction, but also make Partners / Customers feel valued

Maintain full coverage of the assigned SRs using various communication methods (mailbox, query management system, outbound / inbound calls)

Permanent account management, analysis on received requests and strategy application to ensure all requests are handled as per their importance, priority and SLA.

Ensure track of received requests in the systems where applicable

Ensure proper follow up of the requests till resolution of the issue

Ensure all approvals as per the established Approval matrix are gathered before cancellation of a billing item in the ERP systems.

Ensure all contract changes / meter readings update are properly documented and executed in the ERP systems as per the established processes.

Ensure feedback is provided to Partner / Customer about all received requests

If applicable initiate refund requests upon customer’s request or after dispute resolution, as per the established process and internal controls

Perform all ad hoc query activities on accurate and timely manner

Ensure Partner compliance with Portal functionality where available

Success criteria for the role :

Timely tasks / activity completion

High Quality ensured in the performed activities and tasks assessed as part of quality checks performed by the management team

Consistent achievement of Team and / or individual operational targets communicated by management team. Properly documented gap analysis in case of misses.

Self-motivated and willing to learn new skills

Ability to work on own initiative

Ability to react professionally in disputed or heated situations providing solutions that not only meet with Partner / Customer satisfaction, but also make Partners / Customers feel valued

Strong organizational skills

Collaborate and communicate effectively with all levels and departments involved in the process

Communication channels :

Internal communication : Communicates actively with the Management team and the colleagues from the immediate team.

External contacts :

Handles calls, e-mail, system queries, fax from customers on a daily basis.

Participates in meetings / conference calls with Client representatives

Avantages sociaux et autres

Why Us

We offer End-to-end digital transformation expertise that helps clients from strategy through execution.

We work with the biggest brands, offering the opportunity to be a part of industry-leading work

We are invested in your growth, offering learning and career development opportunities at every level to help you find your spark

We offer freedom and flexibility on the job, empowering our employees to make decisions

We offer a virtual-first work environment, promoting a good work-life balance and real flexibility

Our company is extremely diverse with representation of 165 nationalities

We offer the opportunity to work with colleagues across the globe

We offer comprehensive benefits for all employees

We are a certified great place to work and a top employer in 25 countries, offering a positive work environment that values employee recognition and respect

HCLTech is committed to protecting and securing the privacy and confidentiality of the Personal Data which it collects directly or indirectly from you when applying for a job at HCLTech either directly or through a third-party human resources agency. This notice (the “Notice”) outlines and explains how HCL Technologies Limited including its subsidiaries, local employing entities, associates, and affiliated companies [collectively referred to as “HCLTech”, “us,” “our”, or “we”] will process your Personal Data in accordance with applicable privacy legislation(s).

https : / / www.hcltech.com / candidate-privacy-notice

Amplitude horaire

8 per day

Salaire Net + primes