Service Desk Agent - French Language Em Lisbon, Lisbon, Portugal

HCL Technologies Empregador Directo

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products, services and engineering are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. With a worldwide network of R&D, innovation labs and delivery centers, and 143,000+ ‘Ideapreneurs’ working in 44 countries, HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000.

At this time, we have an exciting opportunity for a French speaker to join, on a full-time basis, our friendly and international Service Desk team for our Client in Portugal (Lisbon) as soon as possible.

As a Service Desk Representative, you will be the main point of contact for technical and customer support issues across Europe. The role would suit an enthusiastic candidate with customer service experience and a willingness to learn and develop.

The key responsibilities of the role includes:

Act as the primary country contact for customers on all escalations

Handle phone calls/emails and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers

Invite customers to participate in telephone problem resolution using available tools to diagnose and resolve technical problems

Facilitate or escalate customer issues and complaints, both internally and externally

Co-ordinate all consumable calls in order to enable dispatch of Client & Multi-vendor consumables to customers

Co-ordinate all Break/Fix calls in order to enable dispatch of Client & Multi-vendor engineers to customers

Liaise with Various Helpdesks, Client and Third Party Service Providers escalating through these avenues to close

Flexibility to take on additional tasks as directed by Team Lead

Validate Customer details and requirements on data entry, categorize and deal with appropriately

Maintain accurate database information

Obtain call closures details on all dispatched calls

Background, skills, experience and qualifications:

Fluent French and English both verbal and written

High School Diploma / (GED) / Secondary School GCSE or equivalent Leaving Certificate

Knowledge of Computers and basic understanding of Networks, with an excellent knowledge of MS Office

Proven record of delivery of excellent customer service with a minimum 6 months’ experience in multi-cultural customer service Call Centre environment

Able to control interactions with customers using persuasion and influencing skills

Aptitude for understanding and solving problems in a methodical and logical manner

Able to maintain and project a helpful and courteous attitude in any circumstances

Resilient under pressure and adaptable to unseen work demands

If you think this job will be the perfect fit for you, send us your CV by clicking the APPLY button below. Only shortlisted candidates will be contacted.

Here PASSION & PROFESSION go hand-in-hand. | Discover HCL Technologies

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