SERVICE DESK AGENT

u003cp style=\utext-align: justify;\u\u003e\u003cstrong\u003ehcl technologies\u003c/strong\u003e 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\uamp;d, innovation labs and delivery centers, and + \ulsquo;ideapreneurs\ursquo; working in 44 countries, hcl serves leading enterprises across key industries, including 250 of the fortune 500 and 650 of the global .\u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003e \u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003eat 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.\u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003e \u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003eas a \u003cstrong\u003eservice desk representative\u003c/strong\u003e, 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.\u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003e \u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003e\u003cstrong\u003ethe key responsibilities of the role includes:\u003c/strong\u003e\u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003eact as the primary country contact for customers on all escalations\u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003ehandle phone calls/emails and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers\u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003einvite customers to participate in telephone problem resolution using available tools to diagnose and resolve technical problems\u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003efacilitate or escalate customer issues and complaints, both internally and externally\u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003eco-ordinate all consumable calls in order to enable dispatch of client \uamp; multi-vendor consumables to customers\u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003eco-ordinate all break/fix calls in order to enable dispatch of client \uamp; multi-vendor engineers to customers\u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003eliaise with various helpdesks, client and third party service providers escalating through these avenues to close\u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003eflexibility to take on additional tasks as directed by team lead\u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003evalidate customer details and requirements on data entry, categorize and deal with appropriately\u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003emaintain accurate database information\u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003eobtain call closures details on all dispatched calls\u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003e \u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003e\u003cstrong\u003ebackground, skills, experience and qualifications:\u003c/strong\u003e\u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003efluent french and english both verbal and written\u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003ehigh school diploma / (ged) / secondary school gcse or equivalent leaving certificate\u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003eknowledge of computers and basic understanding of networks, with an excellent knowledge of ms office\u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003eproven record of delivery of excellent customer service with a minimum 6 months\ursquo; experience in multi-cultural customer service call centre environment\u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003eable to control interactions with customers using persuasion and influencing skills\u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003eaptitude for understanding and solving problems in a methodical and logical manner\u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003eable to maintain and project a helpful and courteous attitude in any circumstances\u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003eresilient under pressure and adaptable to unseen work demands\u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003e \u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003eif you think this job will be the perfect fit for you, \u003cstrong\u003esend us your cv\u003c/strong\u003e by clicking the \u003cstrong\u003eapply\u003c/strong\u003e button below. only shortlisted candidates will be contacted.\u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003e \u003c/p\u003e\n\u003cp style=\utext-align: justify;\u\u003e\u003cem\u003ehere passion \uamp; profession go hand-in-hand. |\u003c/em\u003e \u003cstrong\u003ediscover hcl technologies\u003c/strong\u003e\u003c/p\u003e required qualifications none