French - Customer Support Specialist dans Kraków, Polska, Pologne

HCL is a business enterprise with presence in the fields of technology and healthcare. Founded in 1976 as one of India's original IT garage startups, the HCL enterprise currently comprises three companies in India - HCL Technologies, HCL Infosystems and HCL Healthcare with annual revenues of US$ 6.5 billion and over 95,000 professionals from diverse nationalities operating across 31 countries including over 500 points of presence in India. In the technology space, HCL’s offerings span a wide range of software and hardware services and solutions including R&D, Technology Services, Enterprise and Applications Consulting, Remote Infrastructure Management, IT Hardware, Systems Integration, Distribution of Technology and Telecom Products. A new entrant in Healthcare, HCL aims to provide innovative medical services, products and training to meet the growing demand for quality Healthcare in India.

In Poland we started our operations in 2007. Our operation in Poland primarily revolves around the global technical support centre through which we provide multilingual Infrastructure Management Support to our clients. Apart from providing multilingual technical support in 15 languages, we also work on technology based projects for our clients.

Due to our growing business needs we are looking for:

French Customer Support Specialist

Workplace: Kraków

JOB SUMMARY

The Customer Service Specialist attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare emails and fulfill customer needs to ensure customer satisfaction.

Will 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.

Manage large amounts of incoming calls.

Will apply & evaluate standardize, document and implement improvements to business processes used in all aspects related to the Customer & Sales Support team.

In addition, he/she is responsible to keep up to date KPI’s and Standard Operating Procedure documentation for C&SS Operations.

The Senior Customer Specialist develops a strong understanding and knowledge of Oracle and sf.com systems and reporting tools, modules and methodologies as well as internal processes to recommend process improvements, training and communication to internal and external customers. The Senior Customer Specialist provides administrative and analytical support for sales organization and top management to ensure contract compliance and optimization; interfaces directly with relevant Department (Sales Forces, Sales Operations, Supply Chain, Customer Service, etc….)

ESSENTIAL DUTIES

Duties are listed in order of greatest importance. The incumbent may be asked to perform other function-related activities in addition to the below mentioned responsibilities as reasonably required by business needs.

Enter Responsibilities/Essential Duties

  • Providing support to Department/team’s leader in ensuring operational efficiency
  • Building partnerships with process owners within and external to the European Customer & Sales Support Department so that business initiatives are aligned, solutions are optimized and implementation achieves desired outcomes.
  • Preparing and delivering reports, recommendations or alternatives for improving processes
  • Quantifying the impact of improvements to prioritize ideas and track results.
  • Implementing controls to monitor processes and ensure they remain efficient and effective, including identifying critical metrics, reporting and documentation of new process flows.
  • Providing regular updates of progress to process owners to ensure an ongoing partnership.
  • Developing and implementing operating standards to increase and measure productivity
  • Guiding and performing business analysis activities (data cleansing and normalization, procedure documentation, etc)
  • Management of Salesforce.com, optimization of its application and use cross-functionally
  • Preparing and leading workshops with process stakeholders
  • Acquiring and maintaining an understanding of business functions and processes and develops an expertise in its workflows and outputs.
  • Providing analytical support for sales and operations organization and top management
  • Keeping up to date standard operating procedures documentation for CSS operations
  • Coordinating and managing projects as directed.
  • Communicating process changes, enhancements, and modifications
  • Adheres to and follows Client policies and procedures and applies function related SOX requirements and use tools such as Agile and Oracle.

Education Level

  • Bachelor's Degree - Required

Experience Level

  • Minimum 2 years of experience in Contract Service, Sales administration, Customer Service or Logistics - Required
  • Experience in business analysis/project management - Required
  • Extensive experience improving transactional processes - Required

Skill Sets

  • Demonstrated analytical skills
  • Demonstrates excellent judgment and decision making skills
  • Strong verbal communication and listening skills
  • Demonstrated time management and priority setting skills
  • Ability to simultaneously handle multiple priorities
  • Business Acumen & Customer Focus
  • Ability to influence internal and/or external constituents
  • Proactively approaches responsibilities
  • Seeks to acquire knowledge in area of specialty
  • Actively implements process improvements at transversal level
  • Written and oral outstanding professional command of English and at least one European language
  • Computer Literate with usual programs (Word, Excel, etc) and experience of ERP systems (Oracle preferred)

We thank all interested candidates for their applications. We reserve the right to contact only selected candidates. Only those applications that include the candidate's consent to process personal data, in accordance with the Data Protection Act as of 29 August 1997 (Journal of Acts of 2002, No 101, pos. 926 with later amendments) will be considered.

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