Principal Roles and Responsibilities: (Essential Function)

• Handle customer queries, disputes and issues via phone, email, chat and tickets in a timely and professional manner, using the required main language and English.
• 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.
• Adhering to all given SLAs (Service Level Agreements) and KPIs (Key performer indicators) who are due to constant change
• Continuously improving processes to enhance customer experience.
• Follow all Risk and Compliance policies by the customer and HCL Tech Comfortable working night shifts and in a 24/7 work environment.
• 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 process.
• Supporting and using AI tools as per local HCL policy.

Other duties and responsibilities:

• To comply with the Employer's Internal Regulations on Work Discipline and all internal company acts.
• To follow processes and procedures according to the work standards.
• To observe and comply with the Rules for Safe and Healthy Working Conditions.
• To be familiar with the main legal acts in Bulgaria.

Working Relationships

Subordinated: Reporting manager or above

Skills & Competencies:

Language skills:

• C1 level on the main requested language – Dutch or German or French or any other European langue that is needed for the support.
• B2 level on English language.

Technical/Application Skills:

• Good MS Office skills.
• Preferred User Experience - SAP (Preferable) or any other ERP (Oracle, Siebel, PeopleSoft, SFDC etc.)

Soft Skills:

• Strong attention to detail and problem-solving skills.
• Customer First mindset
• To be able to work with minimum Supervision
• Adaptive and eager to learn new procedures and processes.
• Excellent communication abilities.
• Good listening and comprehension abilities.
• Ability to effectively communicate, probe and understand customer issues.
• Good interpersonal and issue resolution skills.

Strong collaboration and coordination skills.

Job Requirements

Education 

• High-school degree

Experience:

• Relevant experience: 0 – 2 years